Customer Service Manager

Relocation assistance is provided to the qualified candidate!

Summary:

Our award-winning client is seeking a Customer Service Manager to join their team! The Customer Service Manager is responsible for overseeing and managing the day-to-day operations of the Customer Service Department. This role involves planning, organizing, and directing staff to ensure efficient and effective delivery of customer service. The ideal candidate will possess strong leadership, problem-solving, and communication skills.

Responsibilities:

• Manage and supervise a team of customer service representatives, assigning tasks, monitoring performance, and providing coaching and training.
• Oversee customer inquiries, complaints, and issues, ensuring prompt and satisfactory resolution.
• Manage customer billing, payment processing, and debt collection activities, ensuring accurate and timely processing.
• Continuously identify opportunities to improve customer service processes and procedures, increasing efficiency and customer satisfaction.
• Generate regular reports on key performance indicators, including customer satisfaction, resolution times, and financial metrics.
• Ensure adherence to all relevant regulations and industry standards.
• Contribute to the development and implementation of long-term customer service strategies and goals.

Required Qualifications:

• Bachelor's degree in Business Administration, Finance, or a related field.
• 5+ years of experience in customer service, billing, and cash accounting.
• 2+ years of supervisory and administrative experience in a public utility setting.
• Strong leadership, organizational, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in relevant software applications, such as customer relationship management (CRM) systems.
• Ability to handle sensitive information with discretion.
• Detail-oriented and able to work under pressure.