What are the responsibilities and job description for the CUSTOMER SERVICE MANAGER position at Lincoln Group?
The Lincoln Group has partnered with a client in a confidential industry in search of a Customer Service Manager to join their team on a direct-hire basis! The Customer Service Manager will oversee customer support for their consumer IoT SaaS solutions. This position will be responsible for managing their outsourced call center, ensuring top-tier support, and driving continuous improvement in service processes. Looking for candidates who want to join an incredible team and idea-driven culture!
Type of Hire : Direct hire
Software : SharePoint, Full Ticketing System experience
Location : Centennial, CO
Compensation : Up to $100K
PRINCIPAL DUTIES :
- Monitor interactions, identify improvements, and implement strategies to enhance satisfaction.
- Oversee performance, ensuring adherence to SLAs and KPIs.
- Maintain partnerships with third-party vendors, ensuring compliance with contracts and quality standards.
- Streamline operations to enhance efficiency and reduce costs while maintaining service quality.
- Ensure regulatory compliance, conduct audits, and uphold service standards.
- Analyze metrics, identify trends, and provide actionable insights.
- Handle escalated customer complaints and ensure timely resolutions.
- Lead and manage outsourced partnerships through feedback, training, and evaluations.
- Implement surveys and feedback mechanisms to guide service and product improvements.
REQUIRED SKILLS, EXPERIENCE, AND ABILITIES :
For IMMEDIATE CONSIDERATION , please apply immediately with your resume and availability to interview. They are scheduling interviews immediately and are ready to make an offer immediately.
About Lincoln Group : We are a woman-owned executive search and professional solutions firm specializing in a tailor-made approach to service. We are experienced leaders in the industry with expertise in filling a wide variety of executive, professional, and skilled business positions on a permanent, contract, interim, or contract-to-hire basis. We serve companies looking for a holistic talent solution.
Salary : $100,000
