Customer Service Manager

Location :

Customer Service Manager in Bluffton, SC at Hargray Location :

Job Description

The Customer Service Manager will lead the Customer Service Representatives and oversee all customer service functions. They are responsible for the customer experience, associate experience, development, coaching, and overall morale of the team.

The CSM will lead by example and manage a diverse group while promoting culture and teamwork. They will confidently support associates to achieve objectives and deliver on our promise of connecting our customers to what matters most.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Set forth below is a list of the essential duties and responsibilities of this position.

• Communicates departmental and organizational goals to the team and key stakeholders
• Maintains current and historical performance data.
• Identifies and communicates key performance trends, monitors call queues, manages associate staffing and oversees the quantitative and qualitative objectives of the team.
• Prepares and manages the General & Administrative budget. Balances expenditures to minimize costs and maximize customer service.
• Oversees the cash management process.
• Exemplifies our brand principals committed, helpful, proactive, personal through internal and external interactions
• Responsible for performance and behavior of self and team, and clearly communicates expectations
• Monitors and provides feedback on customer interactions through call review and post call survey data to drive frictionless Customer Experience
• Utilizes the Inside Out Coaching methods and GROW model to coach and develop associates
• Delivers prompt, professional solutions for customer and associate inquires
• Establishes a culture of inclusion, positivity, and continuous growth and learning.
• Works alongside the team to achieve goals and actively fills in for customer service representatives when needed.
• Collaborates regularly with associates, peers, General Manager, Division and Customer Operations leadership
• Creates opportunities for growth and success through task delegation and encourages associates to determine how they accomplish goals and resolve issues
• Identifies opportunities for operational improvements and implements solutions
• Seeks associate feedback to continuously drive process improvement and improved Customer Experience
• Effectively analyzes and recommends best practices to minimize non-revenue customer contacts and drive First Contact Resolution
• Collaborates with Marketing and system General Manager to understand area competition and growth opportunities.
• Encourages growth mindset and is willing and able to take calculated risks to achieve business goals.
• Actively involved in supporting local community initiatives
• Assists with recruiting, hiring, onboarding and training new associates.
• Grows and develops associates through project and stretch assignments.
• Consistently meets one on one with associates to nurture relationships, coach, and develop.
• Committed to performance management and effectively evaluates associates annually.
• Host regular team meetings that are energetic and engaging where important information is communicated, associates can provide feedback, share ideas, ask questions, and have ownership in the overall success of the team.

Job Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In addition, set forth below is a non-exhaustive list of requirements that are representative of the knowledge, skill and / or ability necessary to perform this position.

Whenever practicable and, in accordance with legal guidelines, reasonable accommodation s will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position.

EDUCATION or EXPERIENCE

Bachelors degree from four-year college or university; or one to two years related experience and / or training; or equivalent combination of education and experience.

CERTIFICATES LICENSES AND REGISTRATIONS

Requires a valid drivers license and a good driving record.

OTHER SKILLS AND ABILITIES

• Must successfully complete Cable ONE University training program workshops for managers and coaches along with the customer contact associate program.
• Requires strong managerial skills along with excellent oral and written communication skills.
• Computer experience required (Word, Excel, etc.).
• Must be experienced with Cable Data, (or comparable billing system), in order to interpret and generate required reports.
• Requires the efficient and accurate handling of money; balancing of cash drawer, preparing deposits, figuring rates, prorates, taxes, franchise fees, interest, sales commissions, and calculating manual credits / charges to customer accounts.

10 key highly desirable.