CUSTOMER SERVICE MANAGER

Description

• Ambassador and spokesperson for the company
• Work as a team with other team members
• Follow all company philosophies, policies, and procedures.
• Follow all company safety rules and requirements.
• Enforce company philosophies, policies, and procedures within the Client Care department.
• Represent the company in a professional manner.
• Oversee daily performance of CCR’s.
• Empower CCR’s to perform roles and responsibilities with quality and efficiency. 
• Act as backup for Client Care team, answering phone overflow as needed.
• Quality Control: Monitor phone calls to assure that they are answered timely and   

        correctly to maximize booking rates and client experience.

• Listen to, review & score recorded calls from CCR’s for quality assurance; ensuring professional practice is being processed. (a minimum of 2 calls per week per CCR)
• Complete required reports to assure CCR’s team members are meeting job expectations.
• Prepare and host department meetings as scheduled based on external department meetings. 
• Complete interview offer process of new CCR’s as needed.
• Complete termination process of CCR’s with guidance of HR Manager ad needed.
• Conduct all aspects of onboarding and training for CCR, including but not limited to

       dispatching, computer training, phone skills, script, and paperwork duties

• Act as backup Dispatcher/ Dispatch Manager for coverage
• Develop and maintain a training manual for the Client Care Department
• Prepare evaluations for all CCR’s including stats and performance notes based on KPI’s on client care expectations and job description.
• Perform evaluations for all CCR’s on annual basis and 90 days post phone date and ensure HR Manager receives notice evaluation, pay increases.
• Assist Operations Team CCR’s with questions on Service Titan (basic functions and reporting)
• Reevaluate, adapt and innovate CCR processes and adjust as business needs
• Performs related work as assigned.
• Travel for additional personal development and training as needed.
• Assist with troubleshooting & fixing issues with phone system.

Qualifications

• Customer Service Experience
• Management Experience
• Service Titan Experience preferred.
• Knowledge of the Windows Operating system
• Proficient & advanced computer and typing skills.
• Basic understanding of Denver Metro Area  
• Minimum high school diploma or GED equivalent
• Basic math and reading comprehension.
• On going management and technical training will be required from time to time outside of the office and after hours.