Customer Service Manager - Remote

Overview

The Customer Service Manager will oversee a team of Customer Service Representatives, focusing on coaching, development, and performance monitoring to ensure high-quality service delivery.

In Short

• Oversee daily operations of customer service representatives.
• Manage, coach, and train staff to meet performance standards.
• Handle escalated customer complaints and complex issues.
• Facilitate staff training sessions and support career development.
• Track and report on key performance indicators and service metrics.
• Identify opportunities to enhance processes and improve service efficiency.
• Work closely with management to establish team goals.
• Conduct regular call monitoring and audits of staff performance.
• Ensure consistency in service delivery and contractual outcomes.
• Collaborate with peers to foster a supportive environment.

Requirements

• Minimum of 2 years Call Center Customer Service experience.
• College degree or demonstrated professional leadership experience.
• Excellent verbal and written communication skills.
• Detail oriented and well organized.
• Ability to navigate telephony and Computer Information Systems technology.
• Ability to maintain confidentiality and deliver feedback effectively.
• Proficient with MS Office.
• Flexible with working hours and shifts.

Benefits

• Work in a supportive and collaborative environment.
• Opportunities for professional development and career growth.
• Be part of a mission-driven company focused on improving health.