BrightKey is looking for a hands-on, roll-up-your-sleeve person as one of our Customer Service Managers for a world-class organization with national recognition. The position requires a positive, patient work demeanor. The ideal candidate should also have outstanding communication, organization, and leadership skills.

The Customer Service Manager will be goal-oriented, accomplished at motivating work teams through creating a positive work environment, and will manage/reward staff based on performance accountability and core values.

Customer Service Manager is a professional with excellence in coaching and mentoring methods; identifying and implementing new efficiency strategies, and proactively approaching known challenges before they arise. They will have extensive call center experience, be accustomed to handling escalated calls with superb conflict resolution skills, and be committed to achieving established service standards.

Key responsibilities:

• Manage assigned customer projects to ensure that project customer service level agreements are met; customer’s expectations are fulfilled & that the customer relationship is handled best within the scope of the contract or project.
• Handling all transactions, month-end closing, daily account reconciliation, inventory control, and all other transactions as needed
• Oversees the work of Customer Service Professionals on specific project assignments and in general through mentoring and coaching roles.
• Ensure customer requests flow smoothly into and through the entire cycle
• Ensure all projects are delivered on time, on budget, per scope, and to quality KPIs as a minimum.
• Performs and documents post-project reviews with assistance from operations management.
• Develops and maintains a professional relationship with the client and is responsible for day-to-day contact including updates on pending issues, current projects, feedback, and growing existing business.
• Responsible for the project's overall outcome, including workload, assigned team members, daily activities, and special projects.

Qualifications:

· Proven experience as a call center manager or similar experience, two years minimum.

· Strong sense of urgency for Customer Experience improvement.

· Must have the ability to work in a fast-paced, multi-task environment.

· The ability to track progress and communicate project(s) status on a regular basis to all impacted parties.

· Knowledge of performance evaluation and customer service metrics.

· Thorough knowledge of Windows, including Excel and Word, required

· Must be able to manage multiple projects, keep meticulous records, and compose statistical reports.

· Must have the ability to work unscheduled hours and occasional weekends.

· Occasional travel to the client’s offices may be required.