Customer Service Manager

Job Description

Job Description

We are seeking a compassionate and experienced Customer Service Manager to join our team. The ideal candidate will lead with empathy, prioritizing the needs and concerns of both customers and team members. Your ability to build strong, trusting relationships will enhance our customer experience and drive team success. If you are passionate about customer service and thrive in a collaborative setting, we would love to hear from you!

At Alleviate, we are on a mission to transform lives by providing effective debt relief solutions. Our team is dedicated to helping individuals and families regain control of their financial future. We are seeking caring & empathetic individuals to join our dynamic team and make a real difference in people's lives.

ABOUT THE COMPANY : Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 400 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth. We are currently investing heavily in marketing and technology to actualize our vision of becoming the next-generation financial services Company, taking people from debt to WEALTH .

HIRE DATE :  November or December of 2024

JOB TITLE :  Client Success Manager

OUR HOME : Alleviate has a 30,000 Sq foot headquarters based out of Irvine, CA. Our headquarters is located in the heart of Orange County’s booming business and finance district. Our state-of-the-art office has 2 designer living rooms, 2 cafes, a meditation room, fully equipped workstations, and a free fitness center. We offer catered lunches, in-office games, teambuilding activities, paid parking, quarterly parties & events, volunteer events, and much more!

OUR CULTURE : WHY DO OUR EMPLOYEES LOVE WORKING HERE?

• Opportunities for internal growth and career advancement
• Work alongside a passionate group of people who are committed to improving the lives of others
• Company swag - who doesn't love it?
• An incredible location to call your "second home". Our headquarters has multiple restaurants, free fitness center, wellness rooms, and in-office amenities to support you throughout your workday
• Consistent employee recognition and appreciation
• Company-sponsored events and volunteer opportunities

COMPENSATION :

WHAT MAKES US THE BEST?

Energetic, supportive, and collaborative working environment

Continuous employee development, coaching, and training

Work-life balance

WHAT YOU'LL DO :

Responsible for overseeing Client Success Supervisors and subsequent Associates

Coaches Client Success Associates to achieve goals and set expectations

Monitors daily and monthly performance of individual associates, Supervisors, and the overall department

Monitor the phone dashboards and queues to observe performance and productivity in an effort to provide real-time feedback and supervision

Assist in managing the Client Success Call Center including staffing, scheduling, coaching, and performance management.

Reinforces policies and procedures

Meeting daily, weekly, and monthly deliverables

Interview and make hiring decisions of new Client Success employees

Provide support and coaching to new hires following the training period on topics such as product knowledge, scripting, templates, policies and procedures, etc.

Help in the generating and maintenance of EOD / EOM reports and various reporting expectations as assigned

Performance management of Client Success Associates which includes attendance, productivity, conduct, and any other criteria pertinent to job function

Resolves client challenges as necessary; directly addresses escalated client concerns, complaints, and complex issues that cannot be resolved by front line employees or Supervisors

Communicates all company and job-related information and changes to department staff members

Keeps the Senior Manager of Client Success apprised of department performance, productivity, challenges, disciplinary actions, and staffing needs

Promotes an environment of collaboration, both internally and externally, which may involve coordinating efforts to resolve client issues, sharing client feedback, and providing solutions to improve client satisfaction

Works with and develops Client Success Supervisors on day-to-day deliverables and company initiatives

Oversight of client files, ensuring files are handled with attention to detail by members of Client Success in an effort to enhance the client experience

Collaborate with internal and external Leadership to reinforce SOP's

Cultivates a supportive culture; offers guidance and support to improve the employee experience thereby enhancing the client experience

Provides recognition for employees’ productivity and performance in an effort to boost employee and department morale

Aids in handling disciplinary actions and provides timelines and resources for performance improvement

Work with the Retention & Escalations department to assist them with all escalated needs, as needed

Continuously seek and implement new initiatives that will help the department improve and become as efficient as possible

WHAT MAKES YOU A GOOD FIT :

Minimum of two years of Leadership experience with at least five years' experience in a Call Center environment, or experience leading a customer-focused team within a fast-paced growing environment

Strong understanding of call center and customer service metrics

Cloud phone system & CRM experience

Problem Solving Skills

Time Management and Multitasking

Ability to coach, train, and motivate employees and evaluate their performance

Must work well in a dynamic, fast-paced work environment, and good at dealing with constant change

We understand potential comes in many forms. Even if you don’t check every box, we still encourage you to apply; as we consider all qualified candidates, and any person who is driven to help others.

ADDITIONAL PERKS & BENEFITS :

Job Type : Full-time

Schedule : 8-hour shift, Monday to Friday

Location : Irvine, CA - 5 days per week in office

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This position must pass a post-offer pre-employment criminal background check.

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Salary : $75,000 - $85,000