Customer Service Manager

Employer
Randstad
Location
Halethorpe, MD
Posted
Mar 20, 2017
Closes
Mar 21, 2017
Industry
Other
Hours
Full Time
Customer Service Manager Location: Halethorpe, MD Salary: US$ 70,000 per year Date Posted: Tuesday, February 21, 2017 Job Type: Permanent Reference #: S_501820 Questions? melonie.chinn@randstadusa.com 410-312-4974 Specialty: Randstad USA Administration **Description** POSITION SUMMARY 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. ESSENTIAL RESPONSIBILITIES - Provide leadership for a staff of 10 customer service representatives - Regularly evaluate individual performance to ensure high level of call conversion and customer satisfaction - Manage department KPI's while looking for opportunities to raise the bar - Coach and develop the skillset for each team member with initiatives that motivate the team to success - Create staff onboarding and training materials - Assess current processes and tools for maximum performance - Proactively identify strategies for improvement and execute change - Cultivate an environment of trust, teamwork and ownership of the customer relationship - Occasionally take escalated calls from customers for resolution - Work cross functionally with marketing and service teams to accomplish goals - Identify and hire talent to achieve goals and accommodate department growth - Manage call system performance to ensure critical functionality while recommending improvements for growth Working hours: 8am - 5pm Skills: Qualifications/Requirements: - Dynamic and strong leader with a high level of customer focus - Proven track record of success building, coaching and retaining a high performance team - Demonstrated ability to identify inefficiencies and execute process improvements - Experience creating staff development materials - Results oriented with strong track record of success in achieving set objectives - Ability to work in a fast paced environment with multiple priorities - Strong problem solving skills - Excellent organizational & communication skills - Sales and negotiating experience a plus Required 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 Excel Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.