What are the responsibilities and job description for the Customer Service Manager position at NPA WorldWide?
Job description : As a Customer Service Manager, you will oversee customer service operations by hiring, training, and leading teams, ensuring high service standards, resolving escalations, analyzing key metrics, optimizing budgets, refining processes, enforcing policies, and collaborating with other departments to enhance the overall customer experience. This is a direct-hire opportunity.Shift InformationMonday to Friday | 8 : 00 AM to 5 : 00 PMGeneral RequirementsExcellent verbal and written communication skillsStrong organizational and administrative abilities with keen attention to detailSelf-motivated and capable of working independently with minimal supervisionAbility to handle time-sensitive situations with urgency and efficiencyStrong interpersonal skills to build and maintain positive relationshipsEffective multitasking and prioritization to meet deadlinesExcellent problem-solving skills with a proactive approach to challengesAbility to be persistent while maintaining professionalism and tactStrong discretion in handling confidential informationCourteous, professional, and customer-focused demeanorProficiency in Microsoft Word, Excel, PowerPoint, and OutlookSAP experience preferredEssential FunctionsHire, train, and lead customer service representatives, providing coaching and performance feedback to maintain high service standardsMonitor and evaluate customer interactions to ensure consistency and identify areas for improvementAnalyze key metrics (e.g., call volume, resolution time, customer satisfaction) to drive service enhancementsOversee customer inquiries, complaints, and escalations, ensuring timely and effective resolutionDevelop and manage budgets, forecasting needs, and optimize expenditures to meet financial objectivesEnhance service quality by assessing and refining processes, setting performance metrics, and analyzing resultsEstablish and enforce customer service policies, procedures, and best practicesEnsure compliance with productivity, quality, and customer service standardsConduct audits of service procedures to identify trends and implement system improvementsCollaborate with cross-functional teams (sales, marketing, product development) to enhance the customer experienceStay up to date with industry best practices through continuous learning and professional developmentProactively identify and resolve challenges, using analytical skills to develop effective solutions, even in high-pressure situations Qualifications : Required Education and ExperienceBachelors degree from a four-year college or university AND / OR510 years of related experience in customer service or a relevant field Why is This a Great Opportunity : Benefits Package401k matchingHealth insuranceDental insuranceVision insurancePaid vacationPaid holidays
