Customer Service Manager

Close Up Foundation
Alexandria, VA
Oct 22, 2021
Oct 24, 2021
Full Time
Company Overview | Close Ups mission is to? inform, inspire, and empower young people to exercise the rights and accept the responsibilities of citizens in a democracy .?As a non-profit/non-partisan leader in civic education since 1971, we believe that a strong democracy requires active and informed participation by all citizens; therefore, we seek to reach participants of every race, creed, geographical community, socio-economic level, and academic standing. Position Overview | The Customer Service Manager takes an innovative, forward-thinking approach to team management and models high-quality, efficient customer service. They have the ability to see the big picture, and works to improve financial processes and procedures, detect and diagnose system issues, and revamp existing processes as necessary. The Customer Service Manager reports to the Director of Finance and serves as a liaison to other departments with regard to account management. Responsibilities People Management * Supervise and organize the daily operations of the customer service staff, currently a team of two * Train, set expectations and provide leadership for the team * Maintain a strong grasp on the companys products, services and customer service policies * Oversee chargebacks, review response letters and notices in a timely and accurate manner * Oversee and assist with call volume and web chat communications * Organize, manage and maintain multiple email accounts * Oversee and assist with billing/collections, invoices and refunds Account Management * Review account receivable reports and process account adjustments * Reconcile donation reports and review program related reconciliations for accuracy * Maintain reports and update data * Review monthly and year-end reports; assist with year-end audit Minimum Qualifications * Bachelors degree from an accredited college or university * At least three years people management experience * At least three years experience with accounts receivables and/or collections * Working knowledge of MS Excel as evidenced by pre-employment assessment * Proficiency in Microsoft Outlook, and Word * Ability to provide proof of COVID-19 vaccination in compliance with company policy * Willingness to submit to a post-offer credit and criminal background check in accordance with federal regulations * Authorization to work in the US for any employer Other Qualifications * Ability to maintain composure, not allowing emotions to affect customer service * Superior expertise with active listening, responding appropriately in writing and verbally * Ability to analyze problems and make effective decisions on-the-spot * Ability to take initiative to improve systems, processes and procedures * Takes pride in being reliable and results-oriented Compensation and Benefits | The Customer Service Manager starting salary is between $60,000 and $65,000 per year. In addition to meaningful and rewarding work, Close Up provides a comprehensive benefits package which includes three robust medical insurance plans, dental insurance, and vision discount (more than 90% of the premiums are company paid). Close Up pays 100% of the premiums for life/AD&D insurance, short- and long-term disability insurance, and offers flexible spending and dependent care accounts, a 403(b) retirement savings program, paid vacation/sick/holidays, paid parental leave, metro subsidy or free garage parking, free on-site gym, and a positive work environment. Physical Demands and Work Environment | Physical demands | While performing the duties of this job, the employee is required to walk; sit; use hands to finger, handle, or feel tools or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Work environment | While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal. In addition to your rsum, upload a brief statement or cover letter describing why this position is the right fit for your skills and experience. No phone calls or recruiters, please. Close Up Foundation is an Equal Opportunity Employer PI150186946

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