Customer Service Manager

CS Manager (Customer Service Assistant Mgr.) – Hybrid (WI-Madison) R0058426 | FCC - CLC/Business Filings | Wolters Kluwer About the Role As a CS Manager (Customer Service Assistant Mgr.), you will lead a dynamic team of entry-level professionals dedicated to delivering outstanding customer service. This role involves guiding team members to ensure they meet performance goals, resolve customer issues, and provide exceptional service. Your leadership will foster a positive work environment and contribute to customer satisfaction and loyalty. Hybrid Working Eight days a month onsite in the closest office (WI-Madison) within 50 miles. Shift Hours 8:30am-5pm CT. Required onsite every Tuesday and Wednesday. Legal Authorization Must be legally authorized to work in the United States without employer sponsorship, now or in the future. Skills Leadership: Ability to guide and motivate a team. Communication: Clear and effective verbal and written communication. Problem Solving: Aptitude for resolving customer and team issues efficiently. Time Management: Ability to manage multiple tasks and priorities. Customer Service Tools: Familiarity with customer relationship management (CRM) software. Performance Monitoring: Techniques for tracking and measuring team performance. Coaching: Methods to develop team skills and improve performance. Conflict Resolution: Skills for managing and resolving conflicts within the team. Responsibilities Supervise day-to-day activities of the customer service team. Ensure team adheres to performance metrics and customer service standards. Conduct regular team meetings to communicate updates and address concerns. Assist team members in resolving escalated customer issues. Monitor and evaluate individual and team performance. Provide ongoing coaching and development for team members. Manage team schedules to ensure adequate coverage. Collaborate with other departments for process improvements. Prepare and present daily/weekly performance reports. Maintain a positive and motivating work environment. Compensation $60,700.00 - $106,000.00 USD. This role is eligible for a bonus. Benefits Medical, Dental, & Vision Plans; 401(k); FSA/HSA; Commuter Benefits; Tuition Assistance Plan; Vacation and Sick Time; Paid Parental Leave. #J-18808-Ljbffr