What are the responsibilities and job description for the Customer Service Operations Manager position at zTrip FTC?
Customer Service Operations Manager – Join the Transportation Revolution!
We are seeking a highly skilled Customer Service Operations Manager to lead our team at the Fort Collins, CO location. In this role, you will be responsible for overseeing the daily operations of our customer service center. Your primary duties will include managing and guiding customer service agents, ensuring top-tier service delivery, and optimizing operational efficiency. You will resolve customer issues, monitor performance, and use reports to enhance productivity and staffing.
What We Offer:
- Health, Dental, Vision, and Life Insurance
- Paid Time Off (PTO)
- Holiday Pay
- 401(k) with Company Match
Key Responsibilities:
- Manage the daily operations of the customer service team, ensuring efficiency and quality service.
- Supervise and plan the functions related to the customer service center environment.
- Lead the hiring process, conducting interviews and ensuring proper staffing levels.
- Provide guidance to agents, answering questions, assigning tasks, and providing necessary instructions.
- Resolve customer inquiries and complaints effectively and professionally.
- Monitor, evaluate, and measure team performance to drive improvements in efficiency.
- Create and maintain work schedules to ensure optimal staffing for all shifts.
- Oversee special accounts or projects handled by the customer service team.
- Ensure compliance with contracts and service agreements related to customer service operations.
- Fill in for dispatcher shifts as needed to ensure continued operations.
- Communicate service updates or changes to customers promptly.
- Foster effective communication between customer service, management, and other departments.
- Ensure training compliance to meet account-specific requirements.
- Manage communication channels, including emails, voicemails, and text messages.
- Ensure timely and accurate correspondence with drivers and staff.
Qualifications:
- Strong customer service experience required.
- Call center management experience preferred.
- Proven leadership skills and the ability to motivate a team.
- Excellent written and verbal communication skills.
- Ability to manage multiple tasks and prioritize in a fast-paced environment.
Job Type: Full-timePay: $55,000 per year
Benefits:
- 401(k) with Company Match
- Dental, Health, Life, and Vision Insurance
- Paid Time Off (PTO)
Schedule: Day shiftWork Location: In-person
If you are a proven leader ready to contribute to a dynamic, growing transportation company, apply now to join our team!
Salary : $55,000
