Customer Service Hotline #024

Delan Associates • Fort Myers, 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 strategy and planning to ensure appropriate resources, budget, tools, and customer satisfaction metrics are in place to provide a high level of customer service. The manager establishes quality standards and performance metrics, oversees the design and implementation of knowledge-based systems, and ensures appropriate resources are available to respond to customer inquiries and issues. The role also develops and implements learning strategies for representatives and resolves complex customer issues.

This is a middle-level management role operating under the general direction of senior 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 and projects. The position may report 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.
• 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 knowledge and support representatives’ growth.
• Resolve complex customer issues.
• Manage and mentor supervisors, project leads, and/or technical staff.
• Lead multiple complex issues and projects as a technical leader and subject matter expert.

What This Job Offers

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