Sr Mgr-Customer Service

Crawford • Jacksonville, FL

5d

About The Position

Under general direction, of the Chief Operations Officer, the Senior Manager, Customer Service is responsible for overseeing the day-to-day and strategic operations of teams of customer service staff, supervisors, and managers. This role contributes to the growth of Contractor Connection by partnering with and supporting the efforts of the Senior Leadership team and drive overall performance and results of the U. S. Operation. Ensures that goals of the business are clearly understood and positions the department for success related to stated business goals and expectations. Mentors, coaches and sets a positive example to develop a highly skilled team through continuous learning and process improvement efforts. Ensures high levels of customer service in the department. Works with other departments to resolve issues to ensure continuous workflow throughout the department.

Requirements

• B.S. or B.A. in Business Management or equivalent, or related experience is required.
• 5+ years previous experience in a multi-channel (voice, chat, email etc.) management position required.
• Minimum of four years construction estimating or property insurance background - preferred.
• Ability to utilize internal web-based programs.
• Computer literate with working knowledge of e-mail and the Internet.
• Proficient in the use of Microsoft applications, including Word, Excel, and PowerPoint required.
• Ability to delegate tasks as needed.
• Ability to analyze data and resolve issues.
• Ability to acquire and maintain an in-depth knowledge of company operations, systems, contract guidelines and other required policies and procedures.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills and ability to work with and manage a variety of people.
• Excellent public speaking and presentation skills.
• Strong leadership and analytical skills.
• Ability to deal with difficult issues under pressure, and provide necessary communication to staff, insurer clients and/or contractors.

Responsibilities

• Overall leadership and management responsibility for Customer Service Managers and Supervisors who are responsible for managing the day-to-day operations of teams of customer service staff handling customer questions and issues.
• Coaches, trains and reviews performance of Customer Service Manager, supervisors and staff supporting staff engagement and career path development; recommends salary increases when appropriate and ensuring disciplinary action implemented when appropriate.
• Determines customer service/call center operational strategies by conducting needs
• Serves customers by planning and implementing customer service/call center strategies and operations; improving systems and processes; managing staff.
• Develops and maintains effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision assessments, performance reviews, capacity planning, and cost/benefit analyses; contributing information and analysis to organizational strategic plans and reviews.
• Develops and oversees a well-executed monitoring process that ensures a high level of quality.
• Maintains and improves customer service/call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Management of any client escalations relating to the operational team's performance.
• Identifies and resolves customer issues as well as participate in routine communications with clients to ensure complete customer satisfaction.
• Makes recommendations and implement changes to improve service efficiency, while maintaining budget requirements.
• Work with Senior Leadership in development of short and long-term business and strategic plans and organizational structure within the Customer Service Department.
• Direct involvement in recruitment, selection, onboarding and ongoing skills development for all direct reports, ensuring Contractor Connection attracts and retains the best talent.
• Manages and monitor staff to ensure high levels of customer service.
• Maintains appropriate staffing levels.
• Evaluates attendance and performance staff.
• Manages all aspects of the assigned business units/teams to ensure timeliness in contractor and client reporting.
• Oversees, monitors and ensures that company targets and client requirements are met.
• Leads the development of the group's objectives, creating action plans to consistently improve metrics and achieve client program/campaign goals.
• Develops and maintains a comprehensive working knowledge of the company systems.
• Monitors and analyzes report data to effectively/efficiently manage critical department functions.
• Resolves escalated issues within the customer service department.
• Communicates with contractors and clients regarding program compliance.
• Communicates necessary information to employees on a timely basis.
• Ensure development of comprehensive training documents for use by internal staff and external contractor network.
• Write comprehensive communications for distribution to internal staff, and contractor network.
• Completes special projects as assigned; Participate in projects as necessary.
• Upholds the Crawford Code of Conduct.

What This Job Offers

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