CSR Manager

U.S. Bank•Remote, TX, TX

1d•$66,640 - $78,400•Remote

About The Position

The CSR Manager is responsible for managing customer service staff who receive customer inquiries, investigate requests, answer questions, and resolve problems. The role maintains high-quality customer service and current knowledge of products and services, develops processes and tools to improve service, and ensures efficient, professional handling of telephone and written customer communications. The manager coaches contact center personnel at the site location and works with leadership and other managers to communicate and carry out departmental goals and vision. Responsibilities include ensuring compliance with internal policies and procedures, responding to audits and certifications, supporting the development of equipment and training procedures and programs, and creating and maintaining operating policies and procedures to improve service quality and productivity. The role also implements and monitors performance-tracking mechanisms and manages operational activities by planning and scheduling work, ensuring adequate staffing, and meeting product and service standards and quality expectations. The schedule is 1 p.m. to 10 p.m. CST. The position is designated as U.S. home-based remote.

Requirements

Bachelor's degree or equivalent work experience.
Three to five years of relevant experience.
Strong customer service and problem-solving skills.
Advanced knowledge of operational functions, systems, policies, and procedures of the assigned area.
Basic understanding and practical application of applicable laws and regulations.
Effective leadership skills.
Strong verbal and written communication skills.
Working knowledge of computer applications used in the area.

Responsibilities

Manage customer service staff handling customer inquiries, requests, questions, and problems.
Maintain a high level of customer service quality and current knowledge of products and services.
Develop processes and tools to improve service and ensure efficient, professional customer communications by telephone and in writing.
Coach contact center personnel within the site location and work with leadership and other managers to communicate and carry out departmental goals and vision.
Ensure compliance with applicable internal policies and procedures and respond to internal audits and certifications.
Participate in developing and enhancing equipment and training procedures and programs that support products and services.
Develop, implement, and maintain department operating policies and procedures to increase service quality and productivity.
Implement and monitor tracking and performance-monitoring mechanisms.
Manage operational activities for assigned functional areas or regions, including planning and scheduling activities, ensuring adequate staffing, and meeting product and service standards and quality expectations.

Benefits

Healthcare, including medical, dental, and vision coverage.
Basic term and optional term life insurance.
Short-term and long-term disability coverage.
Pregnancy disability and parental leave.
401(k) and employer-funded retirement plan.
Paid vacation of two to five weeks depending on salary grade and tenure.
Up to 11 paid holiday opportunities.
Adoption assistance.
Sick and Safe Leave accruals of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
Incentive and recognition programs.
Equity stock purchase.