A.C. Coy

Customer Service Manager

US-PA-Canonsburg
2 weeks ago(1/9/2018 3:50 PM)
Job ID
2018-17703
# of Openings
1
Category
Customer Service/Support

Overview

Our client is an industry leader in a niche’ sports entertainment business is hiring a Customer Service Manager for a full time position. This position is located south of the City of Pittsburgh. Our client is committed to investing in resources that set them apart from the competition.

 

For you, this means working for a company who provides excellent technology, supervisor support and training. This position will maintain excellent customer service through the management of two customer service supervisors and 20 customer service agents.

Responsibilities

  • Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
  • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Accomplishes information systems and organization mission by completing related results as needed.

Qualifications

  • Two plus years of Customer Service Management with a minimum staff size of six.
  • Preferred experience in the entertainment, lifestyle, leisure, hospitality, call center or retail industries.
  • Excellent interpersonal and communication skills.
  • Bachelors degree is a preferred.

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