Customer Service Manager

S R International • Phoenix, AZ

5d • Hybrid

About The Position

Carries out supervisory responsibilities in accordance with ADOR’s core values, agency policies, applicable standard work, and applicable laws. Responsibilities include: Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees. Planning, assigning, coordinating and overseeing daily work of direct reports in alignment with strategic, operational, and tactical priorities of the organization. Conducts regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring. Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals. Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts. Communicating and enforcing agency policies and programs. Other Leadership specified times. Call Center Hours are 7 AM-6PM - closing shifts can be working through 6:15 PM. 8:30-5 is only for the 4-week training period. Individuals hired into this Manager/Leader role must also be the dedicated Manager for all Saturday 4hr shifts. Currently, we provide service 2 Saturdays a month from 8 a.m. to 12 p.m., but this will increase to every Saturday as call volumes grow. Tentative start date will be dependent upon interviews conducted, onboarding completed, and the state agency issuing a PO. HireRight must be used for Background Checks and Drug Screenings. Local Only Candidates - Resumes must specify the current location of the candidate, all those who do not state current location will not be considered. - AS A REMINDER - Candidates must be local at time of submission, and available for in person interviews within 1 week of the posting close date. Candidates must also be able to start within 2 weeks of an offer being made. Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate.

Requirements

• Minimum of 2 years leading/managing a frontline phone team in a fast-paced Call Center environment (not a team lead)
• Minimum of four (4) years’ related experience in customer service, legal, financial, tax, banking, or similar field of work
• Strong verbal, written, and listening communication skills
• Excellent customers service acumen and skills
• Excellent interpersonal skills and demeanor
• Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations
• Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority
• A Bachelor's degree in business or related
• Experience with Continuous Improvement, Six Sigma and/or LEAN
• Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
• Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
• Ability to establish and maintain an inclusive and innovative environment that collaborates and empowers others to be engaged in the mutually beneficial outcome
• Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed.
• Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another
• Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel, PowerPoint; and in the use of Google Suite applications such as GMail, Sheets, Docs, and Drive.
• Proficient in the use of various Agency databases and applications such as the Customer Service Center (Ticketing System), CUIC Reports (call routing and call flow), Engage (call recording system) and Finesse (agent logged time)

Nice To Haves

• Learn agency and division policies and procedures
• Master division, and team goals and objectives
• Understanding of License & Registration and Collections processes for all tax types
• Knowledge of theories and practices of good customer service and phone etiquette
• Understanding of basic accounting principles and mathematical functions
• Understanding of key production leading and lagging indicators in customer experience solutioning

Responsibilities

• Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees
• Planning, assigning, coordinating and overseeing daily work of direct reports in alignment with strategic, operational, and tactical priorities of the organization
• Conducts regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring
• Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals
• Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts
• Communicating and enforcing agency policies and programs
• Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate

What This Job Offers

• Job Type: Full-time
• Career Level: Manager