Customer Service Hotline #024

Delan Associates • Fort Lauderdale, FL

5d

About The Position

The Manager, Customer Service Hotline directs an enterprise’s customer service hotline and order processing services. The role is responsible for business strategy and planning to ensure adequate resources, budget, tools, and customer satisfaction metrics are in place to deliver a high level of customer service. The manager establishes hotline quality standards and performance metrics, oversees the design and implementation of knowledge-based systems, ensures resources are available to respond to customer inquiries and issues, and develops and implements a learning strategy for representatives. The manager also resolves complex customer issues.

This is a middle-level management role working under the general direction of senior-level management. It typically manages and mentors supervisors, project leads, and/or technical staff, and serves as a technical leader and subject matter expert on multiple complex issues or projects. The posting notes that the role frequently reports to a Chief Information Officer, IT Chief Operating Officer, E-Business Executive, or Departmental IT Executive.

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 in multiple technological and business environments.

Responsibilities

• Direct the enterprise’s customer service hotline and order processing services.
• Develop business strategy and planning to ensure appropriate resources, budget, tools, and customer satisfaction metrics are available.
• 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 a learning strategy to maintain representatives’ knowledge and support their growth.
• Resolve complex customer issues.
• Manage and mentor supervisors, project leads, and/or technical staff.
• Lead and serve as a subject matter expert on multiple complex issues and projects.

What This Job Offers

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