Customer Service Manager

Salary: $60000.00 to $82000.00 yearly

Description

We are offering an exciting opportunity for a Customer Service Manager in AURORA, Colorado. In this role, you will be a key player in the management and resolution of customer service issues. You will also be tasked with administrative management duties within the customer service department.

Key Responsibilities

• Team Leadership: Oversee daily operations of the customer service team, providing direction, mentorship, and support to ensure consistent performance and adherence to company standards.
• Performance Management: Monitor the team’s KPIs, including response times, issue resolution rates, customer satisfaction scores, and overall quality. Address performance concerns and implement strategies for improvement as necessary.
• Escalation Management: Handle escalated customer interactions to ensure swift resolution of complex issues and maintain positive relationships with clients.
• Training and Development: Develop training programs and conduct regular coaching sessions to enhance the team’s skills and knowledge base. Ensure onboarding of new team members is seamless and thorough.
• Process Improvement: Evaluate and optimize existing customer service processes to enhance efficiency, quality, and customer satisfaction. Collaborate with other departments to streamline workflows and share insights.
• Reporting: Prepare regular reports on team performance and customer feedback to present to management, contributing to strategic decision-making.
• Technology Utilization: Ensure continuous use of CRM or other customer service software to manage inquiries and maintain customer records effectively. Support team members in navigating tools and platforms.
• Staff Scheduling: Manage work schedules, ensuring proper coverage during peak periods and maintaining a balanced workload across the team.
  
  
  

Requirements

• Minimum of 5 years experience in a customer service management role
• Proven skills in providing superior customer service
• Demonstrable ability to resolve customer service issues effectively
• Strong administrative management skills
• Excellent communication and interpersonal skills
• Ability to lead a team and manage personnel
• Proficient in the use of customer service software and tools
• Ability to develop and implement customer service policies and procedures
• Strong problem solving and decision-making skills
• Must be customer-focused and results-oriented
• Proficient in data analysis and reporting
• Ability to handle high-stress situations and maintain composure
• Demonstrated ability to train and mentor customer service staff
• Proven track record of improving customer satisfaction levels
• Must have a proactive and positive approach to tasks
• Knowledge of relevant industry regulations and standards
• Must be able to work flexible hours, including weekends and holidays if required.
  
  
  

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit

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