We are currently seeking a Customer Service Manager to work directly for our client.
This is a challenging role for a true innovator, but one that comes with singular rewards. You will be working with a management team that has already embraced this initiative and will provide you with ample support and room to be creative. We expect that you will bring a solid understanding of technology to the table.
Responsibilities:
. Manage the processing of customer service requests to the engineering group via application requests, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
. Manage the development and delivery of scheduled operational reviews of our customers environments
. Manage the delivery our product suite to our customers
. Enhance, create and enforce request handling and escalation policies and procedures.
. Enforce service levels agreements to meet problem resolution expectations and timeframes.
. Ensure escalated customer issues are resolved.
. Work with service delivery teams when they are engaged in system reconfigurations (minor or significant).
. Generate statistical reports to analyze performance of center activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
. Identify, recommend, develop, and implement end user training programs designed to enhance our customers and our engineer's use of Product as a tool set.
. Collaborate with other departments to identify improvements to existing software
. Attend training seminars, conferences, and trade shows to broaden knowledge of current and future customer service issues and technologies.
. Train, coach, develop and mentor team members.
. Plan and conduct performance appraisals of staff and review appraisals, administer raises, bonuses, promotions and disciplinary action when necessary.
Experience: Requirements:
. A minimum of four years management experience with a focus on customer satisfaction; relevant TAC management and / or Service Center management experience is preferred.
. An exceptional customer service orientation.
. A minimum of four years engineering management experience with direct supervisory responsibility for an engineering staff is preferred
. Demonstrated experience in the management of an application and technical support team.
. Proven record of accomplishment in the development and delivery of Service Level Agreements and related service deliverables.
. Solid relationship management and performance management skills.
. Ability to motivate and direct staff members in a team-oriented, collaborative environment.
. Exceptional written and oral communication skills.
. Exceptional interpersonal skills, with a focus on listening and questioning skills.
. Strong documentation skills.
. Ability to absorb and retain information quickly.
. Ability to present ideas in user-friendly language to non-technical staff and end users.
. Proven analytical and problem-solving abilities.
. Ability to effectively prioritize and execute tasks in a high-pressure environment.
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. Strong leadership skills; a desire to set aggressive expectations for self and team, and hold self and team accountable.
. Extensive experience in metric based management of staff including customer satisfaction metrics, financial metrics and staff performance metrics
. Extensive experience as an escalation point for customer satisfaction issues is required
To Apply to this job go to http://www.GadBall.com or click here