What are the responsibilities and job description for the High visibility Customer Service Manager opportunity! position at Hoxton Circle?
We are seeking a dedicated and experienced Customer Service Manager with operations experience to join a renowned manufacturer based in Charlottesville. This role is pivotal in supporting customers across various business units, handling inquiries related to human resources, benefits, and travel. The ideal candidate is an organized, solutions-oriented professional who thrives in a fast-paced, collaborative environment.
Key Responsibilities:
Key Responsibilities:
- Provide responsive support to customer inquiries regarding HR, benefits, payroll tax, and travel policies.
- Use case management and customer service software to track and resolve customer requests.
- Maintain strict confidentiality and uphold privacy protocols in all customer interactions.
- Issue timely and informative written communications to customers as needed.
- Collaborate across departments to ensure timely and accurate communications with customers and stakeholders.
- Maintain and update web-based knowledge databases to ensure current information is available to support staff and customers.
- Analyze and report on service metrics, performance statistics, and customer feedback trends.
- Conduct routine quality assurance monitoring to ensure service standards are met.
- Manage weekly scheduling and provide back-up support coverage when necessary.
- Lead or participate in project planning, organization, and execution.
- Associates Degree or equivalent combination of education and relevant experience.
- Minimum of 5 years in a customer service or operations-focused communications role.
- Proven leadership and team development skills.
- Strong interpersonal, verbal, and written communication skills.
- Highly organized and detail-oriented with the ability to manage multiple priorities.
- Demonstrated self-motivation and the ability to work independently.
- Capable of interacting effectively with individuals at all levels of the organization.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).
- Demonstrated problem-solving skills and the ability to develop effective solutions or contingency plans.
- Comfortable managing and adapting to change in a dynamic environment.
- Previous supervisory or team lead experience.
- Experience analyzing customer service data and identifying trends or improvement opportunities.
- Familiarity with running dashboards, reports, and performance metrics.
- Exposure to continuous improvement or lean process principles.
