Customer Service Manager

Star Group, LP•Woodbury, NY

7d•$85,000 - $90,000

About The Position

In this role the Customer Service Manager is expected to effectively lead their team by managing performance including, but not limited to: Setting and communicating expectations and goals, provide timely feedback, ensure and improve customer satisfaction Monitor service levels, make sure pricing/margin and retention activities are in accordance with district objectives Recruit effectively Handle escalated customer calls when needed Must work in partnership with Service, Sales, Operations, Credit, Delivery, and other departments for timely resolution of customer issues and assist with achieving District customer growth objectives. As a Customer Service Manager, you must be professional and possess the ability to function equally well in both a team environment and independently. You must also be highly detail-oriented and focused with a flexible and adaptable nature. It is also important that you display excellent verbal and written communication, interpersonal, and active listening skills as well as the ability to interact effectively with both customers and coworkers.

Requirements

3-5 years' previous management experience in a 100+ seat contact center
Demonstrated ability to effectively lead and manage a team to exceed organizational goals
In-depth knowledge of Contact Center technologies including, CRM, ACD/IVR, WFM/WFO and Quality Management systems
Knowledge of Forecasting and Resource Planning methodologies
Proficiency with Microsoft Excel
Excellent written and verbal communication skills
Exceptional time-management and organizational skills
Strong analytical and problem-solving skills
Proven ability to exercise judgment and take appropriate decisive action
Willingness to work extra hours and/or flexible schedule including evenings, weekends and holidays as needed to manage the business

Nice To Haves

Knowledge of Salesforce and NICE/Incontact a plus
Prior experience in the implementation of Contact Center technologies preferred

Responsibilities

Setting and communicating expectations and goals
Provide timely feedback
Ensure and improve customer satisfaction
Monitor service levels
Ensure pricing/margin and retention activities are in accordance with district objectives
Recruit effectively
Handle escalated customer calls when needed
Work in partnership with Service, Sales, Operations, Credit, Delivery, and other departments for timely resolution of customer issues
Assist with achieving District customer growth objectives