Customer Support Service Manager

Job Description

Job Description

FLSA Status : Exempt

SUMMARY :

Overall responsibilities / accountability for all aspects of training and support of CSR representatives including Administrators. Maintaining high level of customer service and meeting all financial deadlines.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provides a courteous and professional relationship with all customers, cities, subordinates, co-workers and managers “Treat others as you would want to be treated”
• Meets and exceeds customer service experience and financial deadlines.
• Properly train Leads and CSR’s in customer service, operational procedures, time-card completion and professionalism.
• Conduct audits through audio advisory and reporting. Take necessary action as needed.
• Ensure cleanliness, desk organization and safety throughout facility. Regular monitoring and promptly taking action as needed.
• Create, implement, and maintain strategies for maximization of parking owed while providing excellent customer service.
• Processing is timely and accurate within established guidelines.
• Ensure Leads are maintaining expectations.
• Onboarding and training of new CSR’s. Scheduling of CSR staff.
• Performs data entry.
• Assures CSR tasks are completed and accurate.
• Performs general clerical and administrative office duties, such as maintaining and organizing files.
• Assists in special projects as assigned.
• IT contact and resolution
• Training Materials maintained and updated.
• Oversee data posting and review NetSuite.

QUALIFICATIONS :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and / or EXPERIENCE : One year certificate from college or technical school; or three to six months related experience and / or training; or equivalent combination of education and experience.

LANGUAGE SKILLS : Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS : Ability to add, subtracts, multiply, and divides in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to interpret bar graphs.

REASONING ABILITY : Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

P hysical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance. The employee must occasionally lift and / or move up to 25 pounds. WORK

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Other : Able to transfer / relocate to another facility / location without notice at any time.

Note : All employees are subject to internal audits to ensure compliance of all policies and procedures related to recording, handling and depositing of money received and of other duties assigned. In the event an employee fails an internal audit, the consequence may be disciplinary action, up to and including termination of employment.

Salary : We maintain broad salary ranges for our roles in order to account for variations in experience, training skills, geographic location, and market conditions, as well as to reflect our differing products and lines of business. The pay range referenced is as of the time of the job posting.

Benefits : Full-Time Employees

For full-time employees, we offer a comprehensive benefits package (subject to elections and eligibility) that includes Medical, Dental, Vision, Health Savings Accounts and / or Flex Spending Accounts, Employer Provided Life and AD&D Insurance, Voluntary Life Insurance and AD&D, Employer Provided Long-Term Disability Insurance, Voluntary Short-Term Disability Insurance, Personal Accident Plan, Employee Assistance Program, Non-Qualified Deferred Compensation Plan, and Tuition Reimbursement.

We offer 8 paid holidays per calendar year, paid sick leave, and paid vacation once eligibility requirements are met.

Part-Time Employees :

The company offers paid sick time to all employees once eligibility requirements are met.

We are committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.