Job Description

Role : Customer Service Manager

Estimated Duration : 6 months

Location : Phoenix, AZ (hybrid)

Position Description

Carries out supervisory responsibilities in accordance with the Client, agency policies, applicable standard work, and applicable laws.

Responsibilities include : Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees.

Planning, assigning, coordinating and overseeing daily work of direct reports in alignment with strategic, operational, and tactical priorities of the organization.

Conducts regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring.

Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals. Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts.

Communicating and enforcing agency policies and programs. Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate.

Skills Required

Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations.

Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority.

Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel, PowerPoint;

and in the use of Google Workspace applications such as Gmail, Sheets, Docs, and Drive. Proficient in the use of various Agency databases and applications such as the Customer Service Center (Ticketing System), Genesys (call routing / call flow, call recording & agent logged time).

Skills Preferred

Upskill Opportunities : Learn agency and division policies and procedures. Master division, and team goals and objectives.

Learn License Registration and Collections processes for all tax types. Knowledge of theories and practices of good customer service and phone etiquette.

Understanding of basic accounting principles and mathematical functions. Understanding of key production leading and lagging indicators in customer experience solutioning;

Experience Required

Minimum of five years related experience in customer service, legal, financial, tax, banking, or similar field of work.

Experience Preferred

Call Center Management Preferred.

Education Required

Any combination that meets the knowledge, skills and abilities KSA; typical ways KSAs are obtained may include but are not limited to : a relevant degree from an accredited college or university such as Bachelor's Degree (e.

g., B.A.), training, coursework, and work experience relevant to the assignment.

Education Preferred

A Bachelor's degree in business or related Experience with Continuous Improvement, Six Sigma and / or LEAN

Last updated : 2024-03-09