About us

Access411 is a software company focused on dismantling the school to prison pipeline by providing equity-based solutions and bringing accountability to district and school leaders, while simultaneously increasing attendance and decreasing suspensions/suspension days. Our philosophy is to work together with district leadership in a partnership to ensure that schools are safe havens for students and staff. We are in hyper-growth mode and noted for an employee-centric place to work.

Overview:

We are seeking a dedicated Customer Support Manager to join our team. The ideal candidate will be responsible for overseeing the customer service operations and field technicians, ensuring customer satisfaction. The ideal candidate must be flexible to work the hours of 8am-4pm or 10am-6pm and be able to cover shifts of members on their team, depending on needs of the company.

Duties:

• Oversee and maintain call center operations including staffing, internal teams and field support
• Ensure compliance with Standard Operating Procedures (SOPs) impacting customer care functions
• Analyze and develop procedures to ensure quality customer service is provided to all customers, including Service Level Agreements (SLAs) and customer satisfaction/retention
• Monitor and analyze teams and staff to maintain the highest standards and efficiency, including quarterly reviews, team trainings and individualized Performance Improvement Plans (PIPs)
• Analyze customer feedback and data to improve the customer experience
• Handle escalated customer complaints and help desk issues
• Develop and implement strategies to enhance customer retention and loyalty
• Lead projects aimed at improving customer service processes
• Email and ticket management and assignment
• Maintain the schedule for the team
• Document help desk tickets and ensure documentation is being done correctly
• Monitor and ensure staff trainings
• Create weekly reports
• Yearly audit of all field technicians to ensure SOPs and PIPs are being followed

Educational Background:

• Bachelors in Business Administration or relevant field

Qualifications:

• 1 year of experience in fast paced help desk/IT position
• 1 year of experience in managing a team of individuals
• 1 year of CRM experience
• 1 year of Microsoft Office experience
• 1 year of schedule management
• 1 year of leadership/management

Additional skills:

• Ability to maintain decorum in stressful and fast-paced environments
• Strong empathy for customers with equal passion for revenue and growth
• Analytical and process-oriented mindset with a strong attention to detail
• Ability to analyze and interpret spreadsheet data into statistical information
• Ability to analyze data and draw actionable insights
• Proficiency in project management techniques
• Demonstrated ability to lead and motivate a team
• Ability to troubleshoot windows operating system/environments

This position offers competitive compensation, opportunities for career advancement, and a dynamic work environment. If you are passionate about delivering exceptional customer care and possess the required qualifications, we encourage you to apply.

Job Type: Full-time

Pay: $53,760.00 - $57,600.00 per year

Benefits:

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

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Microsoft Office: 1 year (Required)
• CRM software: 1 year (Required)
• Leadership: 1 year (Required)
• Help desk: 1 year (Required)
• Documentation review: 1 year (Required)
• Schedule management: 1 year (Required)

Ability to Commute:

• York, PA (Required)

Ability to Relocate:

• York, PA: Relocate before starting work (Required)

Work Location: In person