Customer Service Senior Manager

Job Details

Description

We are looking for a  Customer Service and Collections Senior Manager  who is passionate about delivering outstanding service while also overseeing our collections efforts. The Customer Service and Collections Senior Manager will lead a dedicated team, focusing on delivering unparalleled customer service and effectively managing collections activities. This dual-focus role requires a unique blend of skills, including excellent interpersonal abilities, a customer-first mindset, and strategic collections management. You'll be responsible for fostering a positive environment where customer service excellence and effective collections strategies drive success.

Responsibilities :

• Lead and inspire a team focused on providing top-tier customer service and managing collections with a compassionate approach.
• Develop and implement strategies that enhance customer satisfaction, encourage timely payments, and maintain customer loyalty, even through the collections process.
• Monitor team performance, providing regular feedback, coaching, and training to ensure high levels of customer service and effective collections practices.
• Collaborate with other departments to ensure a cohesive customer experience that aligns with our brand values, from initial contact through the collections process.
• Handle escalated customer and collections issues with a balanced approach, resolving matters in a way that maintains customer relationships while protecting company interests.
• Analyze and report on customer service metrics and collections outcomes, using insights to drive continuous improvement and strategic decision-making.
• Ensure compliance with all relevant regulations and ethical standards in customer service and collections activities.

We Offer :

A competitive salary and comprehensive benefits package.

A supportive, growth-oriented work environment where your contributions are valued and recognized.

Opportunities for professional development and career advancement.

The chance to make a significant impact in a critical, dual-focus role, shaping the future of customer service and collections in our company.

Job Type : Full-time

Pay Rate : $90,000 salary

Benefits :

401(k)

401(k) matching

Dental insurance

Health insurance

Vision insurance

PTO

Qualifications

Qualifications :

Bachelor's degree in Business Administration, Finance, Customer Relations, or a related field.

Minimum of 5 years of experience in customer service, with significant experience in a management role that included collections responsibilities.

Exceptional leadership skills, with a proven ability to motivate and develop a customer-focused team.

Strong commitment to providing excellent customer service, with experience in resolving complex customer issues and managing sensitive collections situations.

Excellent communication and negotiation skills, capable of engaging customers and team members effectively.

Analytical thinker with the ability to interpret performance data and make informed decisions to improve customer service and collections efforts.

Proficient in CRM and collections software, with a keen understanding of best practices in both areas.

EEO Statement :

C R & R is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, or any other characteristic protected by applicable law.