Customer Service Hotline #024

Delan Associates • Tampa, 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 the organization has appropriate resources, budget, tools, and customer-satisfaction metrics to provide a high level of customer service. The manager establishes quality standards and performance metrics for hotline operations, oversees the design and implementation of knowledge-based systems, and ensures resources are available to respond to customer inquiries and issues. The role develops and implements learning strategies to maintain representatives’ knowledge and support their growth, and resolves complex customer issues.

The position is described as middle-level management, working under the general direction of senior management. It typically manages and mentors supervisors, project leads, and/or technical staff, and works on multiple complex issues or 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.
• 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 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 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.

What This Job Offers

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