Summary

Works as an integral part of the Accutech Systems Corporation team dedicated to producing high quality products, providing excellent service, taking pride in and enjoying their work. Provides leadership and ensures team goals are aligned with department plans, business unit goals and corporate strategic plans. Manages resources to maintain excellent customer support to internal and external clients. Completes projects and initiatives in accordance with budgetary guidelines and corporate initiatives. Implements continual improvement and sets new processes and procedures as needed to maintain optimal team performance. Establishes and fosters a quality mindset through coaching, mentoring and training team members. Responsible for critical thinking in determining the best methods for resolving problems, ensuring customer satisfaction and adherence to corporate policies and procedures. Works closely with all levels of the organization.

Supervisory Responsibilities

· Interviews, selects and trains new staff.

· Oversees the daily operations of the department.

· Meets with individual team members to provide constructive and timely employee feedback on performance and skill.

· Handles discipline and termination of employees in accordance with company policy.

· Provides regular and proactive operational updates to the leadership team.

· Facilitates cross-departmental communication to resolve issues and serve clients.

Duties and Responsibilities

1. Adds to and helps maintain the positive culture, commitment to excellence, and great team environment.

2. Manages the Client Service department’s daily operations.

3. Responds to escalated client support and client technical issues.

4. Drafts, implements, and executes policies and procedures to facilitate a quality client service experience.

5. Establishes performance metrics for client service team members.

6. Develops and/or provides input on service levels and requirements for the Client Services Department.

7. Provides clear and concise communication to the client services team with regard to company updates, changes and initiatives.

8. Acts as a liaison between Client Service and other departments.

9. Monitors client service call metrics to identify and resolve service, process or people issues and provides regular updates to leadership.

10. Takes ownership of departmental and corporate wide issues and coordinates actions among internal teams, clients, and vendors.

11. Works with the Director of Products with assignment of issues as needed to provide timely resolution and appropriate communication.

12. Works with Director of Products to review and adjust project plans to meet objectives and coordinate project activity.

13. Relays customer feedback regarding all products and services to appropriate individuals in all areas of the organization.

14. Continually provides exceptional customer service.

Required Skills/Abilities:

• Positive attitude, willingness to have fun at work, dedicated to quality, maintains focus on constant improvement, and excels in a team environment.
• Demonstrated success in simultaneously managing and driving multiple projects to completion.
• Ability to think independently and initiate appropriate action based upon business requirements.
• Obtains an in-depth understanding of company operations, great problem-solving skills, organizational skills, and communication ability.
• As a representative of the company, will consistently uphold the highest level of ethical and moral standards.
• Proficient in using Microsoft Office suite of products and/or similar tools.
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, financial statements, and procedure manuals. Ability to write routine reports and correspondence.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and finance charge.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Education and Experience:

• Bachelor’s Degree in Computer Science, Business, Finance/Accounting or related field or equivalent work experience.
• Minimum of 4 years of experience with the operational aspects of a customer call center and/or in a software-as-a-service (SaaS) customer support model.
• Minimum of 5 years of experience leading and managing teams.
• Experience with Zendesk or other ticketing systems is mandatory.
• Experience in problem solving and researching root causes related to software performance preferred.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance
• Volunteer time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Muncie, IN 47305 (Preferred)

Ability to Relocate:

• Muncie, IN 47305: Relocate before starting work (Required)

Work Location: In person