Customer Service Hotline #024

Delan Associates, Inc • Fort Lauderdale, FL

5d

About The Position

Directs an enterprise’s customer service hotline and order processing services. Responsible for business strategy and planning to ensure the organization has appropriate resources, budget, tools, and customer satisfaction metrics to provide a high level of customer service. Establishes hotline quality standards and performance metrics; manages the design and implementation of knowledge-based systems; ensures resources are available to respond to customer inquiries and issues; develops and implements learning strategies for representatives; and resolves complex customer issues.

This is a middle-level management role working under the general direction of senior-level management. The manager typically manages and mentors supervisors, project leads, and/or technical staff, and works as a technical leader and subject matter expert on multiple complex issues and projects. The posting also describes a separate Customer Service Hotline Representative role, which is an entry-level position responsible for responding to customer inquiries, documenting contacts, assessing and escalating issues, and tracking escalations through resolution.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
• At least 7 years of related IT and business work experience in customer support and service functions.
• Experience managing teams and projects in multiple technological and business environments.

Responsibilities

• Direct customer service hotline and order processing services for an enterprise.
• Develop business strategy and planning for customer service resources, budget, tools, and customer satisfaction metrics.
• Establish quality standards and performance metrics for hotline performance.
• Manage the design and implementation of knowledge-based systems.
• Ensure appropriate resources are available to respond to customer inquiries and issues.
• Develop and implement learning strategies to maintain representatives’ knowledge and support their growth.
• Resolve complex customer issues.
• Manage and mentor supervisors, project leads, and/or technical staff.
• Serve as a technical leader and subject matter expert on multiple complex issues and projects.

What This Job Offers

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