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Customer Service Manager

Company: Interfuse-Staffing
Location: New Brunswick
Posted on: September 18, 2022

Job Description:

Customer Service Manager in a Call Center


Direct Hire

Duties and Responsibilities

Manage on-site, US-based remote, and offshore, Customer Service staff (up to 20 direct reports)
Drive a positive customer service experience through the continuous coaching and development of the team through consistent, structured 1:1s
Forecast incoming volume and schedule on-site, remote, and offshore staff according to business needs (strategic scheduling)
Utilize KPIs/metrics/measurables to create goals/targets, assess performance and ultimately improve the customer experience
Work closely with cross-functional teams, such as the Laboratory, Tech Services, and Operations groups, to investigate and solve issues
Collaborate and support Commercial teams (Sales, Distribution) in generating leads and building sustainable relationships with customers through proactive, reliable communication
Identify the root cause of customer concerns and work closely with key stakeholders to improve customer experience
Supervise the investigation of complex complaints, such as those relating to service or rates in connection with the offered product or service.
Contributes customer service information and recommendations to develop strategic plans
Render administrative support to all activities of sales like processing customer's orders, keeping sales statistics, supplying product information, supplying price quotations, and related activities.
Analyze reports of observations and recommending response to major complicated complaints and escalate to impacted groups for resolution and partnership on solutions and preventative measures for the future
Ensure the settlements of complaints is made correctly by considering the complexity, requirements, and nature of a complaint.
Preparing the Billing report and implementing the payment and collection report.
Authorize the retention of information and preparing documents to use them during customer or governmental inquiries.

Skills and Specifications

Ability to develop and drive performance through KPI-based coaching
Ability to work efficiently in a high demand, team oriented, and fast-paced environment.
Solid communication, problem-solving skills, and excellent Management skills.
Ability to maintain customer confidentiality.
Ability to think tactically and identify significant success factors.

Education and Qualifications

Bachelor's degree in any related field from an accredited institution.
5-7 years of direct management experience in a Customer Service role
Minimum of 5 years of experience managing hourly/non-exempt staff
Experience using tools such as Oracle, Zendesk, Outlook, ConneXium, Azure SQL, Power BI dashboard reporting, etc.

Keywords: Interfuse-Staffing, New Brunswick , Customer Service Manager, Executive , New Brunswick, New Jersey

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