CUSTOMER SUPPORT MANAGER (HYBRID)
Company: ABC Legal Services
Location: Seattle
Posted on: October 27, 2024
Job Description:
Job Overview:
Apply below after reading through all the details and supporting
information regarding this job opportunity.
The Customer Support Manager leads the customer support team,
ensuring that customers receive timely, efficient, and high-quality
assistance. This role involves managing day-to-day operations,
setting performance goals, implementing customer service
strategies, and ensuring customer satisfaction. The Customer
Support Manager is also responsible for training and mentoring
staff, handling escalated issues, and collaborating with other
departments to enhance the overall customer experience.Key
Responsibilities:
- Lead, mentor, and manage a team of customer support
representatives
- Provide coaching, mentorship, and performance feedback to leads
and team members
- Oversee daily operations of the call center, including call
monitoring, workforce management, and adherence to protocols
- Develop and implement efficient workflows to optimize
performance
- Set and maintain high standards for customer service
quality
- Address customer escalations and ensure timely resolution of
issues
- Implement strategies to enhance customer satisfaction and
loyalty
- Analyze data related to performance, including monthly
performance reviews, level-up recommendations, and performance
improvement plans as necessary
- Coordinate with other Leads and managers within other
Departments on department-wide projects
- Manage timecards and scheduling for Customer Support team,
including but not limited to time off requests, approving
timecards, and fixing errors on timecards
- Develop and implement training programs to enhance the skills
of the customer service teamQualifications:
- 2 to 3 years in a leadership role
- Attention to detail and experience training complex rules and
requirements to new hires are a large part of the position
- Ability to communicate effectively in English in both verbal
and written form
- Writing experience in a professional or higher education
environment preferred
- Experience and proficiency with Microsoft OfficeWe know that a
company's success starts with its employees. We also know that an
individual's success starts with the right career opportunity. Join
our team today!
Benefits:
- Health, Dental, Vision insurance
- 401(k) with company matching
- Paid time off
- 11 paid company holidays each year
- Disability insurance
- Employee assistance program
- Referral programWork Location: Seattle, WA
Work Schedule: Full-time, Monday through Friday, Hybrid
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Remote working/work at home options are available for this
role.
Keywords: ABC Legal Services, Redmond , CUSTOMER SUPPORT MANAGER (HYBRID), Executive , Seattle, Washington
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