What are the responsibilities and job description for the Customer Service Rep Manager position at Topaz HR Advisory?
JOB DESCRIPTION
TITLE : Customer Service Rep Manager
DEPARTMENT : CDPAP
REPORTS TO : Director of Operations
POSITION SUMMARY : Manage and oversee the Customer Service Reps assisting CDPAP Consumers with registration and onboarding to PPL.
DUTIES AND RESPONSIBILITIES :
- LMA (leadership, management and accountability) a team of 10 PPL Customer Service Reps
- Be the SME (subject matter expert) for any issues, questions, concerns from the team
- Handle any escalated cases from team members
- Follow up on any escalated complaints reported by teams members
- Provide additional hands-on training for any new hire for the first week of their new role
- Hold team members accountable for hitting established goals metrics
Daily responsibilities :
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