• Manage daily operations of some departments in Customer Service.

• Assist in setting and monitoring performance standards and quality.

• Work with Operations and Workforce Management to determine staff hours and number of personnel required.

• Review daily and weekly reports and make recommendations for improving productivity and efficiencies.

• Coach and develop team leads and / or trainers to ensure customer service excellence and a strong company culture.

• Audit phone, email, chat and other customer interactions.

• Partner with other departments to ensure customer needs are met.

• Manage disciplinary processes, complete performance reviews and make hiring decisions for customer service reps.

• Perform process audits to ensure adherence to procedures and recommend process improvements.

• Handle escalated customer issues and provide weekly function support for customer interactions.

Minimum Requirements

• Bachelor's degree.

• 3 to 5 years customer service management experience.

• Demonstrated leadership skills to effectively coach, develop and motivate a high-performing team.

Benefits

• Complete medical, dental, vision and life insurance coverage, Flexible Spending Accounts and wellness programs.

• 401(k) with 5% employer match.

• Paid holidays and generous paid time off.

• Tuition Assistance Program that covers professional continuing education.

• Bonus programs that include annual performance, sales goals and profit sharing.

Employee Perks