Manager, Customer Service

Orion•Omaha, NE

1d•Hybrid

About The Position

About this Opportunity: As a Customer Service Manager, you will supervise and coordinates activities and operations of customer service department and staff. The Customer Service Manager provides mentoring, leadership, and business planning objects to supervisor(s) and teams. As we continue to evolve and live our Orion values, we are looking for someone to grow with us. Location: It is anticipated that an incumbent in this role will work as a Hybrid employee , with three (3) or more days each week required on-site at one of the listed office locations. Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs. In this role, you'll get to: Oversee & manage a team of 5 - 15 Customer Service Representatives (CSR I, CSR II, CSR III), including hiring, training, and developing talent; assigning work; conducting performance appraisals; making salary recommendations; coaching; and administering corrective actions as needed Mentor and support team members through instruction, real-time feedback, and modeling effective practices that build capability and confidence Take escalations from Customer Service Representative(s) III Assess team capacity, monitor workload distribution, and optimize resource utilization to meet business objectives and service standards Conduct regular one-on-one and team meetings to review priorities, remove barriers, and align efforts toward business goals Manage monthly stats for the department Send timesheet details to Human Resources Identify process improvement opportunities and delivers operational efficiency to support functional and enterprise goals Monitor NPS comments and assign callbacks to Customer Service Representatives II or III or specialists as necessary Be fluent with the following Salesforce tasks: creating quick texts, creating dashboards, and case queue management. Performs other duties as assigned by supervisor This is an in office leadership position that follows our company's hybrid work model. These duties fall in line with the duty requirements of the FLSA Administrative Exemption Foster an inclusive, collaborative environment that encourages open communication, learning, and engagement

Requirements

Must be able to respond to requests and communicate with clients, co-workers, and vendors in person, via telephone, and email.
Basic competence in duties and tasks of supervised employees.
Extensive knowledge of the functions and department processes.
Strong organizational, problem-solving, and analytical skills
Ability to manage priorities and workflow
Excellent customer service and interpersonal skills.
Demonstrated ability to supervise and motivate subordinates.
Good judgement with the ability to make timely and sound decisions
Creative, flexible, and innovative team player
Commitment to excellence and high standards.
Excellent written and verbal communication skills.
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
Has a High school diploma or equivalent as required
Has a minimum of three (3) years of call center or customer service experience as required
Has a minimum of one (1) year of experience working to obtain knowledge of CRM databases as required
Has minimum of one (1) year of lead or supervisory experience as required
Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Nice To Haves

Has a Bachelor’s degree as preferred
Conflict Resolution
Cross-Functional Collaboration
Decision Making
Management Reporting
Performance Management (PM)
Project Management
Relationship Management
Risk Management
Strategic Thinking
Technical Proficiency

Responsibilities

Oversee & manage a team of 5 - 15 Customer Service Representatives (CSR I, CSR II, CSR III), including hiring, training, and developing talent; assigning work; conducting performance appraisals; making salary recommendations; coaching; and administering corrective actions as needed
Mentor and support team members through instruction, real-time feedback, and modeling effective practices that build capability and confidence
Take escalations from Customer Service Representative(s) III
Assess team capacity, monitor workload distribution, and optimize resource utilization to meet business objectives and service standards
Conduct regular one-on-one and team meetings to review priorities, remove barriers, and align efforts toward business goals
Manage monthly stats for the department
Send timesheet details to Human Resources
Identify process improvement opportunities and delivers operational efficiency to support functional and enterprise goals
Monitor NPS comments and assign callbacks to Customer Service Representatives II or III or specialists as necessary
Be fluent with the following Salesforce tasks: creating quick texts, creating dashboards, and case queue management.
Performs other duties as assigned by supervisor