What are the responsibilities and job description for the Customer Service Manager position at NMSurf?
Full Job Description
Looking for a motivated Customer Service Manger to join the NMSurf team!
Summary
We are looking for a Customer Service Manager to join our team and ensure that customers are serviced and billed correctly and on time for each job and service provided.
Customer Service Manager responsibilities include working with customers to reconcile billing issues, working with the bookkeeper to ensure all accounts are up to date, and helping with the training of new employees in the CSR department.
Ultimately, you will work directly with customers to ensure all bills are accurate, along with other departments in our company as needed.
Benefits
- Competitive salary
- Full benefits package includes: Medical, Dental, Vision, 401k, Voluntary Life & AD&D Insurance.
- Paid sick and vacation time
Responsibilities:
- Oversee the preparation of statements and bills utilizing our in-house CRM system
- Maintain and/or ensure maintenance of client records related to invoicing and bill payment
- Supervise and review work of CSR staff to ensure accuracy, resolving inconsistencies as needed
- Create and provide a prioritized list of clients to be invoiced to team members
- Locate, or assist in the location of, hard-to-reach clients
- Draft and distribute weekly reports of invoicing and billing metrics
- Advise staff on proper, legal parameters for collections practices
- Provide customer support to customers with disputes or inquiries concerning invoices or billing process
- Create, maintain and measure the internet business development processes
- Responsible for timely follow up on all billing inquiries via email or telephone
- Constant follow-up using the customer’s preferred means of communication (Phone, Email, Text)
- Provide customers with answers to help resolve their issue or direct them to the appropriate department
- Administer and foster a positive and professional working relationship with internal departments including Customer Relations, and other sales segments
- Perform other duties and tasks as needed
Qualifications:
- Proficient in LibreOffice or MS Office 365 equivalent, Gmail or Thunderbird, Gsuite, Windows, Mac OS
- Prior experience managing billing processes within an Internet business or similar
- Minimum of 5 years customer service/sales experience preferred – specifically over the phone
- 3 years work experience as a CSR/Billing Manager or similar role
- Prior experience working for an Internet Service Provider - Preferred but not necessary
- Experience with CSR Systems and the ability to learn quickly.
Skills
- Excellent written and verbal communication skills
- 3 years work experience as a Billing Manager or similar role
- Basic Spreadsheet / Excel skills required
- High degree of organization (detail-oriented)
- Ability to multi-task
- Ability to be assertive while maintaining a professional demeanor
- Proven ability to professionally communicate with a team and deliver results
- High level interpersonal and conflict resolution skills
- Ability to take initiative to investigate issues independently with minimal direction, resourceful and capable of navigating complex situations
- Persuasive, persistent and personable
Pay rate: $48 - 65k depending on experience.
Job Type: Full-time
Pay: $48,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Dental Insurance
Schedule:
- 9-10 hour shift
Experience:
- Customer service: 5 year (Preferred)
- Billing Management Experience: 3 year
Work Location: One location
Job Type: Full-time
Salary: $48,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 9-10 hour shift
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Bonus pay
- Commission pay
Ability to commute/relocate:
- Santa Fe, NM 87505: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Billing Management 3 years (Required)
Work Location: One location
Job Type: Full-time
Pay: $48,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- Weekends as needed
Supplemental Pay:
- Bonus opportunities
- Commission pay
Work Location: In person
Salary : $48,000 - $65,000