Customer Service Hotline #024

Delan Associates, Inc • Pensacola, 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 quality standards and performance metrics for hotline operations; 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 position typically manages and mentors supervisors, project leads, and/or technical staff, and works on multiple complex issues and projects as a technical leader and subject matter expert. It 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 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