Call Center Client Service Manager

Job Overview

The Customer Service Manager will oversee the customer service team, ensuring excellent service
standards and maintaining high customer satisfaction. This role involves developing customer service
policies, managing and motivating staff, and analyzing performance metrics to enhance customer
experience.

Key Responsibilities:

1. Leadership: Supervise and support the customer service functions, fostering a positive and productive work environment.

• Answer questions for Account Executives in Teams.
• Coach them to learn the material to prevent repeat questions by providing direct links to Knowledge Base.
• Communicate effectively to coach/trainer any knowledge gaps that may require continued training and development.
• If AEs are not requesting TOs tag them in their leads in GW OID as well as Director for visibility and ask why no TO was requested. – Review calls to ensure there was an attempt at a TO that was declined by client and inform leadership of what coaching is needed to improve TO rate.
  
  

2. Strategy Development: Design and implement effective customer service policies and processes to improve service quality.

• If leads are not being followed up with quickly in Environmental when call backs are placed then tag leads again and type URGENT in the request and inform leadership team of the behavior.

3. Customer Satisfaction: Ensure timely, accurate, and professional responses to customer inquiries and complaints, with a focus on delivering excellent customer experiences.

• Review email boxes to ensure client communication is being handled at the highest level possible.
• Monitor website chat to ensure admin team can communicate in a manner that promotes positive customer satisfaction and lead conversion
• Request for release waivers in instances where clients receive refunds after services are complete.
• Complete refunds as required on services that were not rendered and ensure expectations on time frame of refund is communicated.
• If Zelle or Venmo refund is required you will provide QR code and have client request refund. Then post request in designated chat.

4. Performance Monitoring: Track and analyze customer service metrics and develop improvement strategies.

• Review reporting in Aircall to analyze the behaviors of the Account Executive Team. Including but not limited to their phone availability statuses such as after call, hold, and back office.
• Monitor the activity feed in Aircall to ensure there is not call avoidance happening on the team.
• Monitor and provide feedback on AE calls upon request by Director and Trainer.
  
  

5.Team Development: Conduct regular call monitoring to enhance team skills in communication, problem-solving, and conflict resolution. Report to and alert Director of Account Executives of any red flag behavior and opportunities identified to improve sales performance.

• Produce Quality Scores applicable to proper call handling
• Audit the usage of tags on phone calls in accordance with company policy

6. Problem Resolution: Handle escalated customer issues, ensuring satisfactory resolutions while maintaining company policies.

• Take and make customer service satisfaction calls as needed and ensure client experience is held to the highest level.

7. Cross-Department Collaboration: Work closely with Sales, Service, and other teams to address customer concerns and improve overall service delivery.

• Monitor and address concerns from inspectors in their channels. Examples include: Reports not sending, client needing to schedule the next phase of their inspection, and same day cancellations.
               o You will need to make sure to tag an AE who is on shift and preferably the AE who scheduled the previous                   phase of inspection to provide seamless client experience.
               o Ensure that same day cancellations are communicated to the inspectors and if we are not informed by the                  client 24 hours before the inspection that we attempt to collect $100 rescheduling/cancellation fees.
               o Collect cancellation fees from clients when applicable
  § Ensure communication between RSC Team and Account Executive is productive in solving scheduling challenges.
  § If orders in QC are not being addressed nudge the RSC team as needed.
               o Send the feedback survey when applicable
               o Follow SOP and Create complaint chats for escalations involving the service field
               o Provide communication to the inspector and the market leader in their channels when the complaint                           does not require a chat

8. Reporting: Prepare and present regular performance reports to the Director, identifying areas for improvement and potential solutions.

    § Audit the accounts receivable reports and collect on unpaid inspections
    § Ensure data on accounts receivable is accurate and only represents services rendered

    § Audit the usage of coupons and any excessive discounts exceeding company approval

                    o Listen to phone calls where excessive discounts are observed to brief Director on the behaviors observed

Skills:

• Strong leadership and interpersonal skills.
• Excellent verbal and written communication abilities.
• Analytical skills to interpret customer service metrics.
• Problem-solving and conflict resolution skills.
• Ability to work under pressure and manage multiple tasks.
• Proficiency with customer company software:
  • Aircall
  • Balto
  • ISN
  • Microsoft Products ( Teams, Outlook, Word, Excel)
    

Location: This is a remote role; however, candidates residing in Oklahoma are preferred

Salary : $45,000 - $54,000