CS Manager (Customer Service Assistant Mgr.) – Hybrid (WI-Madison) R0058426
About The Position
As a CS Manager (Customer Service Assistant Mgr.), you will lead a dynamic team of entry-level professionals dedicated to delivering outstanding customer service. This role involves guiding team members to ensure they meet performance goals, resolve customer issues, and provide exceptional service. Your leadership will not only foster a positive work environment but also contribute to customer satisfaction and loyalty, making a significant impact on our company's success. Hybrid: Eight days a month, we come together in the closest office (WI-Madison) within 50 miles to experience the value of connecting with colleagues. You will report to the Customer Service, Manager and work under the leadership of the Vice President II, General Management. This role is part of FCC | CLC - Business Filings | Wolters Kluwer. Please view the site office location directory for office USA-WI-Madison-Junction Rd. | #LI-Hybrid
Requirements
- Leadership: Ability to guide and motivate a team.
- Communication: Clear and effective verbal and written communication.
- Problem Solving: Aptitude for resolving customer and team issues efficiently.
- Time Management: Ability to manage multiple tasks and priorities.
- Customer Service Tools: Familiarity with customer relationship management (CRM) software.
- Performance Monitoring: Techniques for tracking and measuring team performance.
- Coaching: Methods to develop team skills and improve performance.
- Conflict Resolution: Skills for managing and resolving conflicts within the team.
- Must be legally authorized to work in the United States without employer sponsorship, now or in the future.
Responsibilities
- Supervise day-to-day activities of the customer service team.
- Ensure team adheres to performance metrics and customer service standards.
- Conduct regular team meetings to communicate updates and address concerns.
- Assist team members in resolving escalated customer issues.
- Monitor and evaluate individual and team performance.
- Provide ongoing coaching and development for team members.
- Manage team schedules to ensure adequate coverage.
- Collaborate with other departments for process improvements.
- Prepare and present daily/weekly performance reports.
- Maintain a positive and motivating work environment.
Benefits
- Medical, Dental, & Vision Plans
- 401(k)
- FSA/HSA
- Commuter Benefits
- Tuition Assistance Plan
- Vacation and Sick Time
- Paid Parental Leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
