CSM Customer Service Manager

The CSM will support a team of Customer Service Representatives in our growing inbound call center. The CSM carries out supervisory responsibilities for 5-15 CSRs and Outreach Specialists, including our remote CSRs.

Position Responsibilities

• Coach and develop CSRs in all areas of performance, including metrics and behaviors.
• Audit phone, email, and other customer interactions, observing performance, techniques, and application of guidelines and procedures.
• Evaluate quality, track results, and provide coaching for increased success.
• Provide feedback to management and challenge processes to increase efficiency and customer satisfaction.
• Complete performance reviews and assist with the interviewing process for new CSR hires.
• Train CSR's to understand policies, procedures, and products.
• Communicate policy updates and information through team meetings and one-on-one sessions.
• Work with senior management on rewarding and coaching employees. Document coaching and development sessions.
• Handle escalated customer issues and resolve problems.
• Provide weekly function support for customer interactions.
• Oversee the "chat team" processing customer orders and requests.
• Outbound calls to high-priority customers
• Review cancellation requests

Essential Functions

• Manage the workflow of their team by assigning tasks, supporting staff, and monitoring results.
• Directly manage the team and provide feedback.
• Use established processes and tools to monitor performance and use those metrics to provide meaningful feedback focused on improvements.
• Overcome objections and re-direct conversation for optimum outcomes.
• Take calls as needed

Competencies

• Excellent verbal and written communication skills.
• Strong analytical skills.
• Strong customer service skills.
• Remains calm under pressure.
• Advanced problem-solving skills.
• Advanced Computer skills: Windows, Office 365, Microsoft Office
• Minimum typing speed of 40-45 WPM
• Ability to work well with a variety of personalities & effectively build relationships with employees.

Education and Experience

• Bachelor’s Degree preferred; experience instead of degree will be considered
• 6 years of Call Center experience required
• 2 years of Management experience required

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment, such as computers with multiple screens and phones. This is NOT a remote position.

Physical Demands
While performing the duties of this job, the employee is regularly required to speak clearly and listen. The employee is required to sit for prolonged periods, stand, walk short distances, reach, lift (20lbs. or less), and repeat motions that use wrists, hands, and fingers.

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Required)

Experience:

• Customer service: 6 years (Required)
• Management: 2 years (Required)

Ability to Commute:

• Greensboro, NC 27401 (Required)

Ability to Relocate:

• Greensboro, NC 27401: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000