Customer Service Hotline #024
About The Position
Directs an enterprise’s customer service hotline and order processing services. Develops business strategy and plans to ensure the organization has the resources, budget, tools, and customer satisfaction metrics needed to provide a high level of customer service. Establishes quality standards and performance metrics for hotline operations; manages the design and implementation of knowledge-based systems; ensures appropriate resources are available to respond to customer inquiries and issues; develops and implements learning strategies for representatives; and resolves complex customer issues. The position is middle-level management, works under the general direction of senior-level management, and typically manages and mentors supervisors, project leads, and/or technical staff. It handles multiple complex issues and projects as a technical leader and subject matter expert.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
- A minimum of 7 years of related IT and business work experience in customer support and service functions.
- Experience managing teams and projects across multiple technological and business environments.
Responsibilities
- Direct the enterprise’s customer service hotline and order processing services.
- Develop business strategy and planning for customer service operations.
- Ensure appropriate resources, budget, and tools are available to provide customer service.
- Establish hotline quality standards and performance metrics.
- Manage the design and implementation of knowledge-based systems.
- Ensure 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.
- Work on multiple complex issues and projects as a technical leader and subject matter expert.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
