Customer Service Manager
Company Name:
CareerSource Pinellas
Must have the following in order to apply:
Must have Bachelor's Degree (BAor BS) from four-year College or University, or two years related experience and/or training, or equivalent combination of education and experience.
Must have moderate computer literacy.
Must be proficient in Word, Outlook, Excel and Power Point.
Must have the ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
Must have the ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community.
Must have the ability to write speeches and articles for publication that conforms to prescribed style and format.
Must have the ability to present information to personnel of all levels from top management, public groups, and/or boards of directors to introductory level employees.
Required Screenings: Criminal background checks (State, Federal) as far back as 7 years. Education, SS# and DMV records checks. Pre-employment drug testing. Random drug screenings. Drug free workplace.
Job Description: The Customer Service Manager is responsible for the daily running and management of the Customer Service Department through the effective use of resources with responsibility for training, meeting and possibly setting customer service targets as well as planning areas of improvement or development. The manager will ensure that calls are answered by staff within agreed time frames and in an appropriate marmer. The Customer Service Manager is a liaison with people and businesses for which they provide first response. The manager will coordinate and motivate the staff and will also coordinate staff recruitment.
DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned from time to time.Determine what needs to be done in a situation and getting people to do it. Identify, analyze, and solve problems. Take initiative in resolving issues. Decide what needs to happen in the future and generate plans for action. Make use of the resources required to enable the successful carrying out of plans. Ensure all customer needs are met through timely research and follow up. Responsible for appearance and organization of the department Hold people accountable to their job requirements.
Interacts with and influences other departments to ensure customer's needs are met. Check progress against plans, which may need modification on occasion. Monitor random calls to improve quality, minimize errors and track operative performance. Maintain and evaluate all customer service quality documents in accordance with the quality requirements. Develops criteria for successful job performance for all subordinates including developing and implementing training programs that assure all performance and quality standards are met.
Maintain up-to-date knowledge of the organization and the industry Coach, motivate and retain the best performers. Serves as first line of appeal for all potentially volatile customer complaints that are not resolvable by subordinate Customer Service Representatives. Resolves issues with tack and diplomacy to ensure company policies and procedures are followed and future business relationships are maintained. Continuously evaluate and identify opportunities to drive process improvements that positively impact the company and the customer experience. Various Duties as assigned.
Reports to the Vice President, Sales & Marketing. Coordinate with the VP of Sales and Marketing concerns. Communicate to customer service personnel customer requirements. Discuss Quality issues and concerns with QA and/or Supervisor. The Customer Service manager must comply with the following quality system requirements including, but not limited to: Use only formally approved procedures, records, documents and specifications known as Control Documents (e.g., device history records, data collection forms, drawings, procedures, and specifications).
Immediately bring to the attention of the VP of Operations or the Quality Assurance department any possible deviations from specified SOP or Work Instructions. Follow all Standard Operating Procedures and Work Instructions relating to the functions performed. Ensure all purchasing documents are completed according to Work Instructions.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment: Drug Free workplace.
Days & Hours: Monday-Friday, 8am-5pm. 40 hours per week. 1st shift.
Pay: $50,000 - 58,000 per year.Estimated Salary: $20 to $28 per hour based on qualifications.
CareerSource Pinellas
Must have the following in order to apply:
Must have Bachelor's Degree (BAor BS) from four-year College or University, or two years related experience and/or training, or equivalent combination of education and experience.
Must have moderate computer literacy.
Must be proficient in Word, Outlook, Excel and Power Point.
Must have the ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
Must have the ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community.
Must have the ability to write speeches and articles for publication that conforms to prescribed style and format.
Must have the ability to present information to personnel of all levels from top management, public groups, and/or boards of directors to introductory level employees.
Required Screenings: Criminal background checks (State, Federal) as far back as 7 years. Education, SS# and DMV records checks. Pre-employment drug testing. Random drug screenings. Drug free workplace.
Job Description: The Customer Service Manager is responsible for the daily running and management of the Customer Service Department through the effective use of resources with responsibility for training, meeting and possibly setting customer service targets as well as planning areas of improvement or development. The manager will ensure that calls are answered by staff within agreed time frames and in an appropriate marmer. The Customer Service Manager is a liaison with people and businesses for which they provide first response. The manager will coordinate and motivate the staff and will also coordinate staff recruitment.
DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned from time to time.Determine what needs to be done in a situation and getting people to do it. Identify, analyze, and solve problems. Take initiative in resolving issues. Decide what needs to happen in the future and generate plans for action. Make use of the resources required to enable the successful carrying out of plans. Ensure all customer needs are met through timely research and follow up. Responsible for appearance and organization of the department Hold people accountable to their job requirements.
Interacts with and influences other departments to ensure customer's needs are met. Check progress against plans, which may need modification on occasion. Monitor random calls to improve quality, minimize errors and track operative performance. Maintain and evaluate all customer service quality documents in accordance with the quality requirements. Develops criteria for successful job performance for all subordinates including developing and implementing training programs that assure all performance and quality standards are met.
Maintain up-to-date knowledge of the organization and the industry Coach, motivate and retain the best performers. Serves as first line of appeal for all potentially volatile customer complaints that are not resolvable by subordinate Customer Service Representatives. Resolves issues with tack and diplomacy to ensure company policies and procedures are followed and future business relationships are maintained. Continuously evaluate and identify opportunities to drive process improvements that positively impact the company and the customer experience. Various Duties as assigned.
Reports to the Vice President, Sales & Marketing. Coordinate with the VP of Sales and Marketing concerns. Communicate to customer service personnel customer requirements. Discuss Quality issues and concerns with QA and/or Supervisor. The Customer Service manager must comply with the following quality system requirements including, but not limited to: Use only formally approved procedures, records, documents and specifications known as Control Documents (e.g., device history records, data collection forms, drawings, procedures, and specifications).
Immediately bring to the attention of the VP of Operations or the Quality Assurance department any possible deviations from specified SOP or Work Instructions. Follow all Standard Operating Procedures and Work Instructions relating to the functions performed. Ensure all purchasing documents are completed according to Work Instructions.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment: Drug Free workplace.
Days & Hours: Monday-Friday, 8am-5pm. 40 hours per week. 1st shift.
Pay: $50,000 - 58,000 per year.Estimated Salary: $20 to $28 per hour based on qualifications.
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