91 Customer service manager Jobs in Costa Mesa, CA
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Experian is Hiring a Customer service manager Near Costa Mesa, CA
Job Description
You will partner with the leadership team to create a customer service experience for new products in the financial services industry, with a focus on operational excellence, CX, regulatory compliance and innovative customer service.
What you’ll be doing
- Lead and manage best in class customer service function and CS delivery team for Experian Smart Money, our award winning credit building checking account and debit program from Experian Consumer Services
- Track, trend, analyze and manage KPIs, including SLAs, service / ops KPIs, customer satisfaction (NPS, CSAT)
- Develop and optimize operational requirements, processes and procedures
- Proficiency in CS IVRs; preferred familiarity with technology applications NLP, Gen AI for CS
- Reviewing and managing overall training process and documentation
- Assess, problem solve and troubleshoot in real time to support business and service goals
- Drive efficient, cost effective, multi-channel service delivery and manage to service budget
- Develop and execute short, medium and long-term strategies for service
- Focus on continuously delivering business and operational value, involving different stakeholders and 3rd party vendors when required
- Work cross functionally and collaboratively with partners (internal stakeholders and external partners) for this service delivery
- Create a seamless customer experience for existing and new products and services
- Unlock the data assets of customer service and systems (e.g., CRM tools) and transform into usable, impactful insights for product improvements / roadmap and feedback to the business
- Own CS / Service CX as a key element of the differentiating product / service experience for consumers and marketing / reputation
Qualifications
- Progressive experience with a results-oriented growth company, in consumer financial services products
- 7 years experience in high-performance customer service, ops, service delivery
- 3 years in consumer-focused roles, financial services or tech / startups
- Passion for customers, skills for customer advocacy, customer obsession
- World class operator with superior attention-to-detail, ability to multi-task and prioritize well in a fast paced, dynamic work environment
- Strong communication skills and high degree of personal excellence
- Financial services, payments, Fintech experience, with expertise in fulfilling operational and regulatory requirements
- Leader, team player and individual contributor
- High personal integrity, high energy, inspires others
- Sense of humor and sense of adventure desire to change the status quo and execute a vision
Additional Information
Culture at Experian
Our uniqueness is that we truly value yours.
Experian's culture, people, and environments are key differentiators. We take our people's agenda very seriously. We focus on what truly matters;
diversity and inclusion, work / life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on!
Perks
All your information will be kept confidential according to EEO guidelines.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together.
We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work.
For us, this is The Power of YOU and and it reflects what we believe. See our DEI work in action !
Please contact us at JobPostingInquiry@experian.com to request the salary range of this position (include the exact Job Title as it reads above in your email).
In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including 12 company-paid holidays and parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Last updated : 2024-05-17
Job Summary
Full Time
Business Services
$98k-127k (estimate)
05/19/2024
05/21/2024
experianplc.com
AUSTIN, TX
50 - 100
1980
T J HARAIS
$5M - $10M
Business Services
Related Companies
About Experian
Experian unlocks the power of data to create opportunities for consumers, businesses and society. During lifes big moments from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers we empower consumers and our clients to manage data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others cant. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent iden...tity fraud and crime. For more than 125 years, weve helped consumers and clients prosper, and economies and communities flourish and were not done. Our 16,000 people in 37 countries believe the possibilities for you, and our world, are growing. Were investing in new technologies, talented people and innovation so we can help create a better tomorrow. About Experian: Bringing data to life requires creativity, passion, flexibility and expertise. We want you to share in our success. That's why we offer rewards that recognise great performance. Working in a culture of collaboration, achievement and respect we will give you the support and encouragement you need to develop your skills and talents and progress your career. Everyday our people bring enthusiasm, innovation and inspiration to work and if this sounds like you connect with us at Experian. Read more at https://www.experianplc.com/careers/ Please note only shortlisted candidates will be contacted Our diverse workforce is part of the reason for our success. We want everyone to succeed, irrespective of their gender, ethnicity, sexuality, physical ability or age.
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The job skills required for Customer service manager include Customer Service, Leadership, Customer Satisfaction, Insight, Communication Skills, Collaboration, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer service manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer service manager. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer service manager positions, which can be used as a reference in future career path planning. As a Customer service manager, it can be promoted into senior positions as a Customer Service Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer service manager. You can explore the career advancement for a Customer service manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Service Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Service Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Service Manager job description and responsibilities
As a Customer Service Manager, your most important role is leading and motivating a team of staff to ensure they’re giving the best customer service possible.
02/02/2022: San Antonio, TX
They develop and implement standards effective in sustaining the relationship between an organization and its clients.
02/12/2022: Monterey, CA
Support the customer service team in resolving escalated issues or complaints and ensuring prompt turnaround for all service requests with consistent quality.
01/27/2022: Muskegon, MI
Customer service managers oversee teams of customer service representatives.
04/16/2022: Clarksville, TN
Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, productivity, quality, and customer-service standards.
02/10/2022: Youngstown, OH
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Service Manager jobs
They need to know how to attain key metrics such as service levels and use tools such as workforce management to manage productivity.
02/11/2022: Austin, TX
Customer service managers generally need a bachelor’s degree.
04/15/2022: Manchester, NH
Although certifications are not essential for this position, many customer service managers pursue optional credentials.
03/15/2022: Huntsville, AL
They should know how to set customer service goals, use CRM tools and build teams.
03/13/2022: Kennewick, WA
Customer service managers with good listening skills can easily pay attention to the customer to understand what they are actually saying.
04/16/2022: Detroit, MI
Step 3: View the best colleges and universities for Customer Service Manager.
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