Customer Service Manager - High Volume Call Center Immediate Opening! Downtown Baltimore Office

Employer
Len the Plumber Inc
Location
Baltimore, MD
Posted
Mar 13, 2017
Closes
Mar 23, 2017
Industry
Other
Hours
Full Time
Customer Service Manager / High Volume Call Center - Baltimore Office - Len the Plumber We are searching for a very special Manager! Exceptional Customer focus, able to develop their Team, Positive Mentor / Coach Management style, great analytical abilities Sound like YOU??!!?? The Customer Service Manager is responsible for leading the Customer Service Center and overseeing all internal related customer service duties. Lead, develop and grow a staff of 10+ CSR professionals to handle any and all customer related inquiries, to maximize booking rate opportunities and support continued company expansion. Establishes a relationship with current and potential customers and sets the service expectation of Len the Plumber. Aides in the retention of customers by managing, monitoring and improving the day to day operations of the customer service center, developing a set of best practices that establishes a high standard of excellence. Critical in this role is the ability to drive team performance to accomplish company goals while providing a world class level of delight with each customer interaction. Apply for Customer Service Manager - High Volume Call Center - Baltimore using the link below: https://workforcenow.adp.com/jobs/apply/posting.html?client=LTP16&jobId=25829〈=en_US&source=CC3 The CSR Manager will maximize the team s performance in multiple areas including but not limited to:Customer conversions from multiple lead sourcesIdentifying and maximizing work opportunities for multiple service locationsCustomer resolution and reporting Providing an exceptional customer experienceAccurate collection of data that supports service teams and marketing effortsESSENTIAL responsibilitiesProvide leadership for a staff of 10 customer service representatives Coach and develop individual team members Develop programs that motivate team to success Create staff on-boarding and development materialsAssess current processes and tools for maximum performanceProactively identify strategies for improvement and execute changeCultivate an environment of trust, teamwork and ownership of the customer relationshipOccasionally take escalated calls from customers for resolutionWork cross functionally with marketing and service teams to accomplish goalsIdentify and hire talent to achieve goals and accommodate department growthQUALIFICATIONS/REQUIREMENTSDynamic and strong leader with a high level of customer focusProven track record of success building, coaching and retaining a high performance team Demonstrated ability to identify inefficiencies and execute process improvementsExperience creating staff development materialsResults oriented with strong track record of success in achieving set objectivesAbility to work in a fast paced environment with multiple prioritiesStrong problem solving skillsExcellent organizational & communication skillsSales and negotiating experience a plusREQUIRED EDUCATION AND WORK EXPERIENCE 5+ years leading a customer service team Bachelor s degree, BS/BA a plus.Proficient with telephony, call center technology and Microsoft Office suite - primarily ExcelCompensation:Our company has a strong philosophy of compensating the highest quality people with the highest pay in the industry. In addition to a competitive base salary, we offer our staff a robust Bonus structure that reward top performance, continuing education, and a strong Benefits package including a matched 401K, Health Insurance, and PTO paid leave. Benefits Include:Health, Dental, Vision InsuranceShort Term and Long Term DisabilityTerm Life401k Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.EOE