Customer Relations Manager
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Job Location:
Emmitsburg, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
SGI seeks a hands-on Customer Relations Manager who will lead day-to-day customer service and administrative operations for FEMAs Independent Study Program. This role ensures every student school and stakeholder receives responsive accurate and courteous support across phone email and online channels while keeping the program compliant with FEMA standards SLAs and SOPs.
Key Responsibilities
Customer Service Leadership
Lead and develop CSRs staffing phone/email queues; set goals coach quality and schedule coverage for 8:00 a.m.4:30 p.m. ET.
Ensure first-contact resolution courteous tone and SLA adherence; reallocate resources during surges/outages.
Workflow Oversight
Direct CSR handling of duplicate/SID reconciliations in OPM; ensure proper routing of policy queries to government and tech issues to IT.
Supervise prompt processing of electronic mail (20k/year) and responses to written requests within five business days.
Oversee group verification reviews with PII safeguards and release of completion data.
Manage transcript fulfillment to institutions via FEMA transcript paper and portal workflows.
Governance SOPs and Reporting
Represent the team in monthly meetings with the COR/FEMA; surface risks and improvements.
Own SOP lifecycle for customer-service operations; update per schedule and contract changes.
Review and submit monthly metrics (contacts verifications transcripts merges) and ad-hoc reports.
Technology and Continuous Improvement
Guide CSR participation in testing/evaluating ISP technologies; collect feedback and recommend enhancements.
Ensure smooth process updates during system transitions and course-access changes.
Continuity of Operations
Monitor queues SLAs and staffing; maintain FEMA standards and ISP requirements.
- Minimum 5 years of project management or related administrative experience.
- Strong organizational skills with ability to track and manage multiple priorities.
- Excellent oral and written communication skills.
- Proficiency in Microsoft Word Excel and Outlook.
- Experience providing customer service in remote or distance-based environments.
- U.S. Citizenship.
- Ability to obtain and maintain a favorably adjudicated Public Trust clearance.
SGI Global provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion gender sexual orientation gender identity or expression national origin age disability genetic information marital status amnesty or status as a covered veteran in accordance with applicable federal state and local laws.
Required Experience:
Manager
Key Skills
- Campaigns
- Invasive Cardiology
- Accounting Tally
- DCS
- Drafting
- Activex
About Company
SGI Global provides a range of services that combat transnational criminal, drug trafficking and insurgent organizations in asymmetric environments around the world. Our law enforcement-centric investigative and intelligence support and training services, financial crimes expertise, ... View more
