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Customer Service Manager

Company: JW Financial Solutions
Location: Irvine
Posted on: November 22, 2021

Job Description:

The Customer Service Manager provides overall management and leadership of the customer service team focused on providing excellent customer service by building strategies for improving the overall customer service experience and creating customer satisfaction goals to maintain high customer retention. Reviews and approves staffing schedules to ensure staffing meets the demand. Assesses the training needs of the customer service team and oversees the training development and delivery. Creates, monitors and reports the performance metrics for the Customer Service area. Identifies and implements process improvements across the Customer Service department as well as other departments when necessary.
Makes Customer Service policy recommendations that align with the strategic direction of the company and/or provide better service to our customers. Ensures Customer Service team is adhering to company policies and guidelines. Creates a unified Customer Service team through effective communication, team building, motivation and recognition. Leads Customer Service improvement projects through effective project management and leadership.
The successful candidate will have the following skills and qualifications:
Self-starter
Highly motivated
Leadership skills
Positive attitude
Ability to delegate
Problem-solving skills
Patience, compassion, and empathy
A passion for customer satisfaction
Time management skills
Organizational skills
Strong attention to detail
Excellent verbal and written communication skills
Professional personal appearance
Bilingual English/Spanish preferred
Customer Service Manager Job Description Develop, manage, and coach successful teams to deliver an exceptional customer experience.
Maintain thorough knowledge of services and responsible for building engaging teams and improving operational efficiency
Responsible for designing and implementing improved processes and operational policies
Recommend changes to services to fulfill customer needs
Total involvement with training, communication, and development of all Customer Service personnel
Review and manage Customer Service assignments and offer preliminary guidance as needed to properly prepare the Customer Service Representatives for working each call or transaction
Setting customer service goals for team members and helping them reach those goals
Ensure team follows best practices and make every effort to ensure customer satisfaction
Coordinate special projects as they arise within the Customer Service department
Delegating and monitor the handling of inbound and outboud calls
Monitoring of accuracy, proper handling, and changes to files
Identify, investigate and resolve department issues
Monitor and investigate customer-related complaints and work to resolve them as quickly as possible
Collect and analyze customer feedback
Collaborate with multiple departments to propose and implement solutions to customer challenges
Ensure compliance with regulatory requirements and company policy
Administer Interviews, conducts hiring, and administer ongoing training
Administer corrective actions, coaching, and disciplinary actions where needed.
Developing and documenting knowledge into helpful content
Use data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps
Perform other duties as assigned
Customer Service Manager Requirements
Bachelor's degree (B. A.) from four-year College or university; or five to seven years related experience and/or training; or equivalent combination of education and experience
3-5 years professional experience working in customer service, ideally in a finance-related environment
Significant experience working with CRM tools and high comfort level with digital technology
Proficient with Google Drive products (sheets, etc.) and Microsoft Office preferred

Keywords: JW Financial Solutions, Irvine , Customer Service Manager, Executive , Irvine, California

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