Doxim is the customer communications and engagement technology leader serving financial and regulated industries. Our platform with its suite of integrated, SaaS software and document technology solutions helps clients digitize operations, improve efficiency, and modernize customer experience. With Doxim, clients can communicate reliably and effectively, improve cross-sell and upsell opportunities, and drive increased loyalty and wallet share through personalized omnichannel communications.

We are expanding quickly and seeking a Client Service Manager / Client Project Coordinator for our Madison Heights, MI location to help support our state-of-the-art print and mail products’ and services’ growth by providing exceptional client support.

Job Definition:

 Reporting to the Director, Client Service, the successful candidate will be accountable for daily supervision of the Client Services Team. The CS Team Lead will establish standard operating procedures, monitors the performance in handling customer inquiries and accountable for daily team performance. Leads various Client Services projects with a focus on continuous process improvement between departmental teams. Demonstrates working knowledge on case management and CS metrics.

Role and Responsibilities:

• Accountable for daily supervision of customer support case inquiries
• Strengthen the relationship with our customers by developing processes that provide proactive customer solutions and act as the liaison between the company and customer
• Ensure the team is keeping case records of customer interactions and transactions, recording details of inquiries, issues and comments
• Maintain a current and accurate 'hot list' of customers requiring special attention to ensure positive customer experience
• Monitor and evaluate the quality of problem resolution, customer interaction and behavior of team members. 
• Oversee ticket volume and ensure there’s an even distribution among support team members
• Interact effectively with other departments to follow up on issues, enhancing the responsiveness to customer cases
• Provide input in re-engineering processes, identifying improvements and efficiencies by implementing them in a proactive manner using a collaborative approach that encourages the support of all stakeholders affected
• Sets standards for case lifecycle, document support workflows/processes
• Actively participate in, and to lead where appropriate, meetings (internal and external) concerning customer case inquiries, and specifically to conduct regularly scheduled team meetings
• Define improvement projects for CS, act as Project Lead
• Lead staff training, education and development
• Measure and report CS key performance indicators (KPI's) and keep management informed of critical problems awaiting resolution
• Monitor service levels and lead initiatives to improve customer experience

Requirements:

• Can do attitude with strong leadership and motivation skills
• Ability to analyze and interpret technical solutions
• Strong problem-solving skills and ability to communicate findings to the team
• Ability to establish and maintain effective working relationships with others
• Ability to handle multiple priorities while meeting specific deadlines
• Strong communication skills (written/verbal English)

Education/Experience:

• Post-secondary degree or College Diploma in Business Administration, Business, or equivalent and work experience in an operations environment.
• 2 years’ experience in managing teams greater than 5 employess
• Proven ability to effectively de-escalate customer interactions, when needed
• High degree of professionalism and integrity
• Ability to establish customer trust
• Experience with defect management software and procedures
• Extensive working knowledge with Salesforce.com Case Management and/or Jira
• Must have proficient computer skills (Word, Excel, PowerPoint, Adobe, Outlook)
• Experience with document processing and delivery is an asset
• Experience working in the financial industry is an asset

Doxim company encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.
EOE/M/F/Disabled/Vets
Doxim is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veterans’ status.