Call Center Customer Service Manager-Onsite OKC

Description

We are seeking a local candidate for this role! This position offers a flexible, hybrid schedule with availability to work from home on Monday and Friday.

The Customer Service Manager will lead a customer call center that is intent on delivering an exceptional consumer experience with every interaction. In this role, your leadership and direction of the team will have lasting impact on the organization. We’re seeking someone to motivate a team of people who are inspired to serve our customers. The ideal candidate should be innovative, passionate, motivational, and solution-oriented. In order to drive improvements to our customer experience, the candidate will also have excellent process management skillsets that will allow us evaluate events across the organization that lead to service failures and develop collaborative solutions to improve our performance.

The day in the life of a Customer Service Manager...

• Develop metrics and maintain procedures to ensure customer service satisfaction levels are attained, while fostering a work culture that is committed to superior customer service
• Staffing management to optimize resources against service parameters in an environment of ever- changing activity levels
• Identify opportunities and drive solutions to enable automated tools and applications for customer self- service related to help and information
• Identify operational inefficiencies and execute initiatives to optimize improve execution against standard processes
• Drive quality improvements and feedback to other departments based on customer feedback and core customer service performance measurements
• Use business analytics and intelligence to provide insight to Executive team to create and drive change to improve the customer experience
• Advocate on behalf of the customer during all business engagements to ensure a consistent and valuable experience for each customer
• Develop and monetize an AI service experience and strategy across verticals and brands
• Conduct daily reviews of social media posts. Ensure accuracy and timeliness of online information. Partner with marketing to develop a social media response strategy
• Collaborate with training to develop best in class training curriculums and assessments that prepares new hire and returnees for optimal production performance
• Develop visibility to individual and team performance to ensure maximum efficiency and service levels
• Other job duties as defined

Other Qualities of a Customer Service Manager: 

• Communication - Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.
• Computer Skills - Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, and uses computers to improve productivity.
• Decision Making/Judgment - Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, and communicates decisions to others.
• Dependability - Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
• Listening Skills - Listens attentively to others, asks clarifying questions, actively listens, stays open to other viewpoints, and manages distractions and interruptions.
• Product Knowledge - Knows and explains product features/benefits, understands/sells the full product line, understands customer's business operations and needs, understands/responds to the competition, applies market knowledge.
• Teamwork - Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.

APMEX is a multibillion-dollar ecommerce company that is the leader in Precious Metals. Our employees love our values and culture. Our APMEX team is large enough to get the job done better than anyone else in the industry, while being small enough to listen to, and care, about our employees. Without their dedication, APMEX would not continue to be named the #1 Specialty eRetailer by Internet Retailer Magazine! Come see why APMEX was "Voted as one of the Best Places to Work in Oklahoma!" and one of the Top Workplaces by the Oklahoman. Join the team today!

Qualifications

Education:

• Bachelor’s degree required

Experience:

• Minimum of 5 years’ experience in managing a call center or similar environment

Other Requirements:

• Strong consumer focus required
• Strong leadership skills required
• Superior written and verbal communication skills
• Strong analytical skills to drive customer experience & process improvement
• Highly organized with ability to manage multiple priorities and deliver assignments on time
• Demonstrated ability to work cross-functionally to identify and improve customer-facing failures
• Personally exhibits a strong commitment to dependability and reliability with the ability to gain the confidence and respect of coworkers and staff

Computer Skills:

• Proficiency in MS Excel, MS Word, MS PowerPoint and Outlook.

At APMEX, our employees have access to extraordinary benefits including:

• Medical, Dental, and Vision
• Short Term Disability & Long-Term Disability
• Life Insurance
• 401K (Company matches!)
• Free Lunch every day
• Tuition Reimbursement
• College Debt Repayment
• 9 Paid Holidays
• Paid Time Off with Sell Back Option
• Paid Day off for your Birthday
• Paid Volunteer Opportunities
• Lunch and Learns
• Free Downtown Parking

Salary : $70,000 - $90,000