Sr. Manager, E&R Customer Service/ Customer

Job Description

Job Description

The Sr. Manager, Customer Service is responsible for leading the Customer Service team members which support E&R customers. The Sr. Manager will partner with executive leadership to define the strategy to support E&R customers, metrics to define capacity of the Customer Service team and ensure a high level of satisfaction with E&R customers. The Sr. Manager is empowered to make key strategic decisions impacting every aspect of Customer Service to deliver customer service goals, P&L performance, to build a culture of Continuous Improvement and to create an environment that is conducive to achieving operational measurements with a focus on providing exceptional customer service.

Under the direction, specific duties include:

• Manages, plans, and directs the overall service-related activities for E&R Customer Service Team Members.
• Develop and monitor the application of operating systems including policies and procedures, operating structure, and information flow.
• Ensure the volume of work produced meets productivity, service and exceeds quality standards.
• Manage the activities of leaders in Customer Service with accountability for goals, objectives, and operational policies.
• Participate in the development of functional strategy.
• Identify, analyze, organize, and lead operational development opportunities that are scalable throughout E&R.
• Builds a Continuous Improvement culture by generating process improvements required to drive standardization and effectiveness.

PREFERRED EDUCATION & EXPERIENCE:

• 5-7 years of people leader experience related to management and Customer relations – including call center and customer service environments.
• Experienced in leading virtual or remote teams.
• Strong verbal and written communication skills across all levels of the organization
• Demonstrate the ability to lead large scale initiatives and projects and execute change leadership.
• Build strong networks to work cross-functionally.
• Effectively utilize and interpret multiple data points to evaluate risk and make appropriate broad business decisions.

SKILLS AND ABILITIES:

• Computer knowledge- Excel, Word, PowerPoint, Outlook.

• Attention to detail and the ability to multi-task
• Use leadership skills to coach and facilitate service improvement, team behavior and to effectively communicate our vision and direction
• Has a solid understanding of the industry, market trends and customer base.

WORK ENVIRONMENT:

• Work conditions are typical of an office environment
• Office job requires ability to lift <25 lbs. and/or rarely work in difficult positions
• Hybrid schedule
• 10-15% of travel may be required

The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.