Job Duties

We are seeking an experienced and dedicated Customer Service Manager to lead our dynamic customer support team. The ideal candidate will be responsible for ensuring exceptional customer service delivery, managing team performance, and implementing strategies to enhance customer satisfaction.

Education

High School Diploma, Recommended – bachelor’s degree in business administration or related field.

Licenses and Certifications

- Experience in a customer service management role. - Strong leadership and interpersonal skills. - Excellent communication and problem-solving abilities. - Familiarity with customer service methods - Ability to work in a fast-paced and dynamic environment.

Technical Skills

- Strong Computer Skills - Knowledge of Microsoft Office Suite

Requirements and Experience

1. Team Leadership: Lead and motivate a team of customer service representatives, fostering a positive and collaborative work environment. 2. Performance Management: Set and monitor performance metrics, providing regular feedback and coaching to optimize individual and team performance. 3. Customer Satisfaction: Implement strategies to enhance overall customer satisfaction and loyalty, ensuring timely and effective resolution of customer inquiries and concerns. 4. Process Improvement: Identify opportunities for process improvement and efficiency within the customer service department, collaborating with cross-functional teams as needed. 5. Training and Development: Develop training programs to equip team members with the necessary skills and knowledge to excel in their roles. 6. Quality Assurance: Establish and enforce quality assurance standards to ensure consistent and high-quality service delivery. 7. Data Analysis: Analyze customer service data and feedback to derive insights and make data-driven decisions to enhance customer experience. 8. Escalation Management: Handle escalated customer issues, providing resolution and maintaining a high level of customer satisfaction. 9. Collaboration: Collaborate with other departments to address customer needs and contribute to a seamless overall customer experience. 10. Reporting: Generate regular reports on key performance indicators and present findings to senior management.

Other

Please email resumes to brady.harris@papillon.com