Manager Customer Service

【求人No NJB2226779】
JOB SUMMARY DESCRIPTION / PRIMARY PURPOSE OF JOB
This position is responsible for coaching and managing their team of Customer Service Representatives while maintaining the highest level of service for our customers. This position will be responsible for setting the standard for attitude and maintaining the culture within the department. Exemplifying a ‘team first’ mentality and acting as a servant to the team will also be key responsibilities in this position. Set goals assess quality and make decisions that support our mission to serve our customers better than anyone else.

JOB RESPONSIBILITIES/RESULTS
・Set the standard for attitude within the department
oFoster an environment where positivity is the norm
oUtilize a 'team first' mentality in every aspect of your daily activities and in every decision made
oIdentify and address areas for improvement
oExemplify and reinforce the Customer Relations Golden Rule

・Customer Relations Golden Rule: pass positives down and around and pass negatives.
Share frustrations with someone that can make a difference or decision with the information.
oPush decision making to the lowest possible level

・Empower team to make decisions in the best interest of the patient customer and
・Increase customer satisfaction by responding to and anticipating customer needs
oHandle escalated calls from customers
oAddress and respond to issues that impact our customers
oUtilize CRM/Salesforce.com and other database
oCommunication with Headquarters to escalate issues when needed
oServe the team as you would serve a customer

・Coach and develop team members.
oManage daily work loads of team members
oProvide feedback by conducting periodically performance reviews in a timely manner

・Maintain strong relationships with decision makers and leaders in various departments to produce results that benefit our customers and team
oFind the balance between courage and directness with empathy and respect across all modes of communication
oDemand results while maintaining trust and respect with all individuals

・Other duties/responsibilities as assigned