Customer Service Manager (Remote)

POSITION SUMMARY

The Customer Service Manager manages the Customer Service staff by overseeing and assessing staff activities to achieve optimal service level objectives. They monitor activities of the customer service team and provide real-time monitoring of; average speed of answer (ASA) during low and peak times, average length of calls, quality resolution of calls and call reporting analytics that can be explained to staff and management. The Customer Service Manager should be keen on identifying performance opportunities, training needs for all staff with an eye towards continuous improvement. They will hire, train, succession plan and coach Customer Service Reps (CSRs). 

PRINCIPAL DUTIES & RESPONSIBILITIES

• Manage and lead the Customer Service Department.
• Hire, train, coach, and lead CRSs.
• Train new CSRs on the systems, policies, processes, procedures and other skills necessary optimize and enhance their jobs.
• Perform real time monitoring of call queues, number of online CSRs available and wait times within Shoretel phone system ensuring high levels servicing and responding immediately to unfavorable call trends.
• Monitor the amount of time that CSRs are off line each hour maximize desirable ASA trends.• Handle and resolve escalated calls to reasonable conclusions.
• Answer staff questions, provide direction, diffuse difficult situations and handle issues that cannot be fielded by staff.
• Provide weekly reports to management on call center metrics with actions.
• Maintain the customer service team schedule and attendance records.
• Conduct quality call audits and provide feedback to CSRs.
• Ensure staff members are achieving desired service levels requirements, inspire to improve and invoke performance management when needed.
• Prepare reports by analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer experience.
• Performs additional duties or special projects as assigned.

EDUCATION & EXPERIENCE

• Bachelor’s degree preferred.
• 5 years of problem-solving, supervisory and management experience preferred.
• Strong leadership abilities to develop, direct and motivate employees.
• Thorough understanding of general insurance concepts relating to property exposure and risk analysis.
• Operational, Underwriting, Claims and Billing business acumen helpful.
• Excellent computer skills including Word, Excel and PowerPoint.
• Strong organizational skills to manage and prioritize projects.
• Strong presentation and communication skills (verbal and written).
• Strong interpersonal skills and experience working in a team environment.
• Proven experience working in or supervising high volume customer interaction phone activities.
• Familiarity to service level agreements and call center phone system monitoring and phone data analytics.
• Exempt employee status business experience.
• Some compliant handling experience.

Compensation$88,670 - $206,717