What are the responsibilities and job description for the Client Services Manager position at BrightKey, Inc?
BrightKey is hiring a Client Services Manager! As a Client Services Manager, you will play a pivotal role in managing and leading a team of 2-10 customer service representatives within our call center environment. In addition, you will be the primary point of contact for our client. This team serves a diverse range of customer needs including membership management, inventory management, order processing, resolving shipping issues, and undertaking various projects as necessary. The ideal candidate will have a proven track record of client management, leadership, motivation, coaching, management, and mentorship within a customer service or call center setting.
Key Information:
Key Responsibilities of the Client Services Manager:
Team Leadership: Lead and motivate a team of customer service representatives to meet and exceed performance targets, ensuring high levels of customer satisfaction and retention.
Client Relationship Management: Develops and maintains a professional relationship with the client and is responsible for day-to-day contact including updates on pending issues, current projects, feedback, and growing existing business.
Reporting: provide crucial reporting to our client in areas including refunds, service metrics and other reports as requested by the client.
Performance Management: Monitor team performance metrics (KPIs), identify areas for improvement, and implement strategies to enhance team productivity and efficiency.
Coaching and Training: Provide ongoing coaching, training, and development opportunities to team members to enhance their skills, knowledge, and performance.
Issue Resolution: Assist team members in resolving complex customer inquiries, escalations, and complaints in a timely and effective manner.
Process Improvement: Collaborate with cross-functional teams to identify process improvements and implement best practices to streamline operations and enhance the customer experience.
Communication: Serve as a liaison between frontline staff, management, and our client, effectively communicating team goals, objectives, and feedback.
Project Management: Lead and participate in various projects and initiatives aimed at improving customer service operations and driving business growth.
Qualifications for the Client Services Manager Position:
BrightKey is dedicated to being an organization where all employees are treated with dignity and respect. We expect all our employees to maintain a workplace free from harassment and discrimination. Our focus is on merit-based standards in all hiring, promoting, performance evaluations and employment decisions. We strive to be a workplace where individuals of all backgrounds can succeed and thrive, regardless of race, religion, national origin, gender, sexual orientation, age, marital status, veteran, or disability status.
Client Services Manager
Team Lead
Customer Service
Call Center
PMC-041025
Key Information:
- Salary range of $55,000 - $60,000 annually
- Paid Time Off and Holiday Pay
- Medical, Dental, Vision and other benefits
- Participation in company 401k
- Career Growth Opportunities
- Monday through Friday On-site
- Hours: 8:30am to 5:00pm
- Located in Annapolis Junction (Jessup/Fort Meade Area)
Key Responsibilities of the Client Services Manager:
Team Leadership: Lead and motivate a team of customer service representatives to meet and exceed performance targets, ensuring high levels of customer satisfaction and retention.
Client Relationship Management: Develops and maintains a professional relationship with the client and is responsible for day-to-day contact including updates on pending issues, current projects, feedback, and growing existing business.
Reporting: provide crucial reporting to our client in areas including refunds, service metrics and other reports as requested by the client.
Performance Management: Monitor team performance metrics (KPIs), identify areas for improvement, and implement strategies to enhance team productivity and efficiency.
Coaching and Training: Provide ongoing coaching, training, and development opportunities to team members to enhance their skills, knowledge, and performance.
Issue Resolution: Assist team members in resolving complex customer inquiries, escalations, and complaints in a timely and effective manner.
Process Improvement: Collaborate with cross-functional teams to identify process improvements and implement best practices to streamline operations and enhance the customer experience.
Communication: Serve as a liaison between frontline staff, management, and our client, effectively communicating team goals, objectives, and feedback.
Project Management: Lead and participate in various projects and initiatives aimed at improving customer service operations and driving business growth.
Qualifications for the Client Services Manager Position:
- Bachelor's degree or equivalent work experience.
- Previous experience in a leadership or supervisory role within a customer service or call center environment ((or)) 5 years of customer call center experience.
- Experience in managing business to business client relationships.
- Strong interpersonal and communication skills, with the ability to motivate and inspire team members.
- Proven track record of coaching, mentoring, and developing staff to achieve performance goals.
- Excellent problem-solving abilities and a customer-focused mindset.
- Proficiency in Microsoft Office Suite (Excel & Word) and call center software.
- Ability to thrive in a fast-paced, dynamic work environment and adapt to changing priorities.
- Knowledge of membership management, inventory management, order processing, and shipping processes is a plus.
BrightKey is dedicated to being an organization where all employees are treated with dignity and respect. We expect all our employees to maintain a workplace free from harassment and discrimination. Our focus is on merit-based standards in all hiring, promoting, performance evaluations and employment decisions. We strive to be a workplace where individuals of all backgrounds can succeed and thrive, regardless of race, religion, national origin, gender, sexual orientation, age, marital status, veteran, or disability status.
Client Services Manager
Team Lead
Customer Service
Call Center
PMC-041025
Salary : $55,000 - $60,000
