Job Description
Job DescriptionWe are looking for an experienced Customer Service Manager to lead and enhance our customer support operations in New York, New York. This long-term contract position offers an opportunity to oversee and optimize service delivery, ensuring clients receive exceptional care. The ideal candidate will have a proven track record in managing customer accounts and driving performance in a fast-paced environment.
Responsibilities:
• Oversee daily operations of the customer service department to ensure prompt and effective resolution of client inquiries.
• Manage customer accounts, ensuring accurate record-keeping and timely follow-ups.
• Utilize computer-aided dispatch systems to optimize service workflows and improve response times.
• Supervise and mentor call center staff, fostering a culture of excellence and teamwork.
• Develop and implement effective job scheduling strategies to meet client needs efficiently.
• Monitor service metrics and analyze data to identify areas for improvement and implement solutions.
• Collaborate with other departments to streamline processes and enhance customer satisfaction.
• Handle escalated customer issues with professionalism, ensuring positive outcomes.
• Train team members on superior customer service practices and system usage.
• Maintain up-to-date knowledge of industry trends and best practices to drive continuous improvement.• Proven experience in customer service management or a similar leadership role.
• Proficiency in using computer-aided dispatch systems and other relevant software.
• Strong background in managing customer accounts and ensuring client satisfaction.
• Excellent communication and interpersonal skills, with the ability to resolve conflicts effectively.
• Demonstrated ability to lead and motivate teams in a call center environment.
• Solid organizational skills, including expertise in job scheduling and prioritization.
• Analytical mindset with the ability to interpret service metrics and implement improvements.
• Commitment to delivering superior customer service and fostering a positive client experience.