Customer Support Manager-Mid Market

iSolved HCM • Dubuque, IA

71d • Remote

About The Position

The isolved Customer Support Manager is responsible for maintaining the daily activities and providing leadership to a team of 8-12 Customer Support Representatives. The Manager will provide day-to-day coaching, guidance, and leadership to the Customer Support Staff. The Manager will also assist in developing, deploying, and maintaining standard operating procedures to meet the company's mission, vision, and values regarding customer support.

Requirements

• High School diploma
• 3-4 years in a high-volume payroll role with customer-facing responsibilities
• Knowledge of federal and multi-state payroll/benefit laws
• Strong leadership and interpersonal skills, flexibility, and customer service oriented
• Strong knowledge of computer software applications (i.e. Microsoft Outlook, Explorer, Word, Excel, and Power Point)
• Typically requires a Bachelor's degree and a minimum of 2-3 years of direct experience, with 1+ year of management experience

Responsibilities

• Lead daily activities of the team to guarantee that all work is completed timely with attention to detail to meet quality standards and goals
• Monitors & reviews calls and other correspondence between representatives and customers
• Manage escalated issues and provide direction
• Ensures that representatives are informed about changes to company products & services
• Develop staff by managing performance, setting goals, providing ongoing training and maintaining strong employee relationships
• Participates in the interview process with the Senior Customer Support Manager

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees