Manager, Customer Service

Palmetto GBA•Columbia, SC

20h•Onsite

About The Position

Accountable for managing one or more teams responsible for customer service. Manages the day-to-day operations and workload issues for staff. This position is onsite full-time (40-hours/week) Monday-Friday in a typical office environment. You will work an 8-hour shift scheduled during our normal business hours of 8:00AM-5:00PM. It may be necessary, given the business need to work occasional overtime. You may be required to travel between buildings. This role is located at 17 Technology Circle Columbia, SC 29203

Requirements

Bachelor's Degree
4 years job related work experience or Associate's and 2 years job related work experience (Equivalency not applicable for the Celerian Group. Bachelor's degree required.)
2 years of health related or customer service work experience.
1 year of supervisory experience OR 1 year of equivalent military experience in grade E4 or above.
Excellent communication, decision making, analytical, and problem-solving skills.
Excellent interpersonal, time management, and leadership skills.
Superior customer service orientation.
Microsoft Office.

Nice To Haves

2+ years call center management experience
Superuser with Avaya

Responsibilities

Organizes and manages customer service staff and/or customer service teams for a line of business or department.
Assigns work to associates within the team(s).
Assists staff by providing guidance and assistance with questions and problems encountered.
Handles escalated or sensitive customer matters.
Manages performance to ensure that individual productivity, quality and timeliness standards are met.
Monitors individual and team performance to ensure all customer requirements are met or exceeded.
Monitors and analyzes reports/statistics, processes, and resources to provide maximum efficiency and effectiveness for all functions.
Ensures appropriate training for all associates to ensure that the most current guidelines are always being followed.
Conducts coaching sessions to ensure development of staff within team.
Conducts team meetings and communications to ensure consistency.
Encourages, facilitates, and initiates process improvements.
Ensures that the department is in compliance with all company and government regulations.
Monitors expenses and prepares annual budget for team.