Customer Service Manager Jobs

As a Customer Service Manager you will lead the delivery functions of our Client Services Group which includes leading team to achieve optimal application processing, exceptional customer service (inbound and outbound), incentive fulfillment, and department technologies. The Customer Service Manager will play a highly visible role both internally and externally and will be responsible for developing short and long-term implementation plans and play key role in ensuring that we will continue to meet and exceed our client expectations. The Customer Service Manager must be able to manage multiple programs in a rapidly changing environment and deliver on all KPIs. This position requires excellent communication, planning, and people-management skills.
Duties and Responsibilities
Responsible for tracking and problem-solving overall program deliverables, schedules and milestones for rebate fulfillment and customer service delivery programs across multiple utilities
Ensures all processing queues meet 1 day processing expectations.
Ensures all customer service queues meet 95% service level expectations.
Coordinates overall processing between intake of applications, processing, batching, incentive fulfillment, and fulfillment follow up.
Serves as the client facing point of contact for assigned programs and during major performance remediations, including strategy and resolution of remediation steps.
Identifies and implements process improvements.
Leads problem resolution activities, including working with colleagues and across teams
Analyzes and identifies required staffing and attrition impacts to ensure that all department KPIs are met and within established budgets.
Nurtures and strengthens the culture within the Client Services team, including recognition, accountability, and development programs.
Ensures technologies enhance and improve overall service offerings
Partners with Account Management, Reporting, Recruiting, Training and Continuous Improvement teams.
Supports and develops Project Analysts through leadership training, performance management, professional development.
Assists with business development initiatives, including but not limited to, proposal content review, best and final preparation, and presentation.
Responsible for Client Services delivery direct costs, overhead spend, recognition budgets, labor expenses.
Other duties as assigned
Requirements
4+ years supervisory experience (can include management of direct reports, team goals, group delivery)
3+ years Project/Program Management experience
2+ years experience implementing/planning technology solutions to achieve efficiency within an organization
2+ years direct interface with clients (can be in a business development, program implementation or account management setting)
Must be able to work 8-hour shifts between the hours of 8AM - 8PM EST.
Preferred Experience And Qualifications
Intermediate to Advanced Microsoft Excel skills (pivot tables, LookUps, Index/Match, Charts/Graphs)
2+ years experience with call center technologies (IVR, call routing, call tracking, WFO)
2+ years experience with processing/fulfillment technologies (Oracle, iEnergy or equivalent)
Proven experience establishing large scale culture initiatives
Proven experience establishing large scale performance measurements that translate to expansion of services with existing clients or the acquisition of new clients
Direct knowledge of VBA
PMP Certification
Benefits
Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package.
Employment Type: Full-Time
Salary: $ 40.00 Per Hour