What are the responsibilities and job description for the Assistant Customer Service Manager position at John Birch Society Inc?
The John Birch Society is looking for an experienced Assistant Customer Service Manager. This position will not start until January.
Title: Assistant Customer Service Manager
Reports to: Customer Service Manager
Classification: Exempt
Department: Customer Service
Position summary: The Asistant Customer Service Manager is responsible for helping the Customer Service Manager to: Manage customer service department by keeping wheels greased and moving to assist all staff, not just customers, in order to enhance growth of the JBS. Continue to look for ways to streamline work (make things efficient).
Essential Functions:
- Managing Customer Service department – all aspects of
- Training/Coaching/communicating with my employees
- Maintain JBS/AOBS/TNA Circulation & Advertising/Info & Sample request/TRIM databases (efficiency, problems, billing, updating, etc.)
- Manage information and provide general administration support for organization
- Work with Development Officers with regards to TNA Advertising
- Coordinate DocuMatch Mailings
- Hire, onboard and train call center personnel.
- Coach call center staff through challenging customer service issues.
- Analyze call center data and prepare reports for upper management.
- Evaluate staff effectiveness and performance annually or on an at-need basis.
- Lead team meetings and give presentations to executives.
- Develop monthly, quarterly and annual call center goals and action plans.
Skills and Education
A bachelor’s degree in communications, business management or a related field is generally expected for a Call Center Manager. A high school diploma may be acceptable if it is accompanied by extensive work experience. Experience with basic computer programs for budgeting, scheduling and report creation is important. If your company is in a highly specialized field, it may be important for your Call Center Manager to have industry-specific experience to provide customer service at a high level. They should also have knowledge of industry regulations that could affect your company. Basic understanding of management ideals and customer service is required.