Customer Service Manager

Title: Customer Service Manager

Employee Status: Regular Full Time

Work From Home Option: Hybrid - 2 Days/Week (40% Remote)

FLSA Status: Exempt

Job Overview:

The Customer Service Manager directs and oversees the operations in the customer service call center. He/she is responsible for the strategic planning of this department and for maintaining policies and procedures that enable and encourage the optimum performance of the department ensuring that our staff delivers a world class Customer Experience on every interaction.

Essential Functions:

• Directs and supervises the customer service supervisors and their respective teams.

• Maintains all NYRA Bets Customer records and ensures AML follows all laws, regulations and demonstrates “best practices” regarding customer information.

• Performs a variety of managerial duties, which include organizing, planning, and assigning work to be done; collaborating with our reporting analyst to determine appropriate staffing levels and schedule needs; ensures that all work is done in accordance within established policies and procedures; maintains attendance records, conducts performance reviews; addresses and resolves performance and/or behavioral issues with corrective actions; trains and develops staff; communicates changes in the operation with other departments to ensure a smooth workflow; develops and implements improvements to existing operating policies and procedures; and hires new employees;

• Handles escalated issues with customers in a professional and timely manner.

• Coordinates, develops, and implements improvements to existing policies and procedures while ensuring that said updates are approved by senior NYRA Customer Service leadership.

• Oversees the weekly payroll for the customer service team.

• Maintains a strong relationship with other departments and vendors.

• Enhances job performance by applying up-to-date professional and technical knowledge gained by attending seminars, conferences, training, and reviewing professional publications.

• Stays up to date and in compliance with employment-related laws and regulations in the states our employees reside.

• Leads by example by embodying our core values and actively driving a culture where the Customer Experience is the top priority.

• Performs other duties as assigned by senior management.

Qualifications:

• Education: Associate Degree or High School Degree or GED and equivalent experience

• Experience:

10 Years of Customer Services and Hospitality Experience

3 Years Managerial Experience

Strong customer service experience, preferably in a call center environment

Other Requirements: On call availability outside of scheduled work hours required to liaise with corresponding support departments to resolve emergencies including but not limited to:

• Communications outages (Agents unable to receive calls/chats because of technology issues)

• Tool outages/issues (wagering issues, cohort/customer specific access issues, platform issues)

• Employee/Contact Center emergencies (fire, threats, medical, etc.)

Knowledge Required:

Customer Service

Call Center tools and programs

Workforce Management – scheduling/staffing

MS Office/Google workspace (Gsuite)

Summary of Physical Requirements and Work Environment:

This position is primarily office-based and sedentary, requiring prolonged periods of sitting, computer use, and frequent operation of telephones and customer service systems. Occasional standing, walking, bending, twisting, and lifting of materials up to 10 pounds may be required. The work environment is a professional call center setting that requires effective communication, multitasking, and availability to respond to operational, technology, and employee emergencies, including outside of normal business hours.

Pay Range / Salary: