Job Description:

We are looking for a Customer Service Manager with a strong technical foundation to lead our call center team. The ideal candidate will have relevant experience, excellent problem-solving abilities, and the capacity to motivate and inspire a team towards achieving company goals. As the Customer Service Manager, you will play a pivotal role in ensuring efficient operations, implementing best practices, and enhancing customer interactions to drive overall client satisfaction.

Responsibilities:

• Call Center Management: Supervise daily activities, including call volume, response times, call quality, and customer satisfaction to meet or surpass service level agreements (SLAs).

• Team Leadership: Guide, coach, and motivate the call center team, overseeing recruitment, training, and performance assessments of customer service representatives.

• Training and Growth: Arrange training initiatives to enhance the capabilities and knowledge of call center staff, ensuring they remain current with products, services, and best practices.

• Workflow Optimization: Explore and Implement tactics to streamline call center processes, boost efficiency, and decrease average call handling times while upholding high service standards and refine call center operations.

• Customer Focus: Promote a customer-centered approach among team members, ensuring consistent positive experiences for customers with the company's offerings.

• Escalation Handling: Manage escalated customer complaints or intricate issues, resolving them promptly and effectively to ensure customer contentment.

• Customer Feedback Analysis: Utilize systems and technology to gather insights into customer preferences, concerns, and satisfaction levels. Use data driven approach to make educated decision-making and drive continuous improvement initiatives.

• Compliance: Ensure adherence to company policies, industry regulations, and data protection laws among the call center team.

Requirements:

• Demonstrated experience as a Call Center Manager or in a similar managerial capacity in a call center setting, preferably in a leadership role effectively managing a call center team.

• Exceptional communication and interpersonal abilities to efficiently lead a diverse team and interact with customers. Experience in fostering a positive and inclusive work environment within the call center. Ability to collaborate with other departments to accomplish organizational objectives.

• Strong problem-solving and decision-making skills to tackle complex issues and implement viable solutions. Capability to address customer escalations and complaints expeditiously.

• Proficiency in data analysis and reporting. Capacity to analyze call center metrics and performance data to detect trends and identify areas for improvement.

• Experience in implementing strategies to enhance call center efficiency and productivity.

• Ability to leverage technology to optimize call center operations and strengthen customer service delivery.

Qualifications:

• 5-8 years of experience managing a Customer Service Team
• 3-5 years of second-line management experience and technical services.
• Ability to influence customers and team through persuasion, negotiation, and consensus-building.
• Familiarity with electrical, mechanical, and technical proficiencies is desirable.
• Strong empathy for customers with a passion for customer service.
• Analytical and process-oriented mindset.
• Advanced proficiency in computer skills

Benefits:

• Paid Vacation

• Health Insurance

• 401K

Compensation Based on Relevant Experience and Expertise.

We are an equal opportunity employer, committed to diversity and inclusion as defined by the EEOC.

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

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

Schedule:

• Day shift

Experience:

• Call Center Management: 5 years (Required)

Ability to Commute:

• Jonesboro, AR 72401 (Required)

Ability to Relocate:

• Jonesboro, AR 72401: Relocate before starting work (Required)

Work Location: In person