Customer Service Manager

This is a remote position.

Key Responsibilities:

1. Team Leadership and Management: Lead the customer service team providing direction training and support to ensure staff are wellequipped to handle customer inquiries and issues.

2. Customer Satisfaction: Oversee the handling of customer inquiries complaints and feedback ensuring high levels of customer satisfaction. Develop strategies to improve customer service quality.

3. Performance Monitoring: Monitor team performance against set KPIs (Key Performance Indicators) and customer service metrics. Implement strategies to improve performance and customer satisfaction.

4. Process Improvement: Continuously assess and enhance customer service procedures policies and standards. Implement best practices in customer service.

5. Customer Engagement: Develop and oversee customer engagement strategies including communication channels such as email phone and social media.

6. Feedback Analysis: Regularly analyze customer feedback and service metrics to identify trends and areas for improvement.

7. Training and Development: Develop and implement training programs for customer service staff to enhance their skills and knowledge.

8. Issue Resolution: Act as a point of escalation for complex or highpriority customer issues. Ensure effective resolution of these issues in a timely manner.

9. Reporting and Documentation: Prepare detailed reports on customer service operations and outcomes. Maintain accurate records of customer interactions transactions feedback and complaints.

10. Crossfunctional Collaboration: Work closely with other departments such as sales and technical support to ensure a cohesive customer experience.

Requirements

Qualifications:

35 years of experience managing customer service teams

Proven experience in a customer service leadership role.

Strong leadership and team management skills.

Excellent communication and interpersonal skills.

Proficiency in customer service software databases and tools.

Ability to analyze data and understand customer service metrics.

Strong problemsolving and decisionmaking abilities.

Commitment to delivering exceptional customer service.
Bachelor s degree in Business Administration Communications or a related field.
Experience working with an ISP or utility preferred.

Flexibility to cover different time zones or peak periods.