Customer Service Team Manager
HybridCarrollton, Texas, United States
Job Summary
Lead and manage a team of 5–10 customer experience members through hiring, training, and performance management while handling customer complaints and escalations. Develop strategies to engage customers throughout their journey, utilizing feedback and data analytics to improve the customer experience and drive loyalty. Identify process improvements within the customer experience center, streamline operations to remove bottlenecks, and track key performance indicators including satisfaction scores and Net Promoter Score. Build relationships with internal stakeholders and vendors to optimize processes and resolve issues. Requires 5–10 years of related experience, a Bachelor's Degree, and the ability to work without supervision. Hybrid role based out of the Carrollton office.
Required Qualifications
- Ability to work without supervision
- provide technical guidance
- planning
- organizing
- prioritizing
- overseeing activities
- meet business needs
- Well written
- strong verbal communication skills
- Must be able to lead a team
- influence development
- Excellent computer and technical skills
- Showcase integrity
- Extensive knowledge of company products and procedures
- Decision-making skills
- independent judgment
- Ability to manage conflict
- 1-3 years related experience of successful supervisory/management experience
- motivate and develop direct reports
- size up new talent
- 5-10 years of related job experience
- Bachelor's Degree
Desired Qualifications
- Customer service experience
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