Customer Service Manager

Brooklyn, NY

$90,000 - $115,000

Customer Service Manager will manage a group of customer service representatives and ensure the delivery of high-quality customer service, quick Assist ticketing system, FPS phone queue system and other third party and partner tools in the delivery of these services.

Duties and Responsibilities:

• Manage and mentor a team of Customer Service Representatives and ensure that Company policies and procedures are being followed.
• Train the Customer Service Representatives on appropriate procedures
• Document Customer Service department team member roles and responsibilities and build a training curriculum for onboarding new team members as well as continued development of existing team members.
• Manage the customer service queue, monitoring, assigning and answering incoming calls and emails daily, generating trouble tickets in our Customer Assistance and Ticketing System and contacting the clients with follow-up and resolution.
• Document customer issues utilizing current on-line information management system and any other third-party tools introduced to manage and document the processes required to execute in the Customer Service role. Manage the escalation and oversight of customer service issues as they are raised.
• Ensure timely reporting, referral, follow-up and escalation of merchant issues to minimize disruption to service and overall impact to our clients.
• Help build and maintain knowledge sources and training materials for inter and intra departmental training and onboarding.
• Act as liaison between merchants and internal departments to communicate, research, and investigate client issues while driving the ticket towards resolution.
• Analyze data and workflows to determine root causes and make recommendations to resolve current problem while gaining efficiencies for future similar problems. Review workforce capacity and utilization, ensure and maintain appropriate coverage schedules, analyze inbound and outbound call and ticket communication volumes to optimize workforce scheduling.
• Address and resolve conflicts arising from scheduling and time-off requests on a daily and periodic (holiday, vacation) basis.
• Act as escalation for issues that are not able to be resolved between merchants and customer service agents, including conflict management and resolution.
• Participate in inter-departmental initiatives for knowledge sharing, process improvement and clarification of departmental roles within the scope of overall customer support within the company.
• Review inbound CSAT survey feedback for Root Cause Analysis and Corrective Action
• Document, distribute and train staff on Corrective Action plans resulting from feedback from merchants, sales agents and internal staff.

Requirements and Qualifications:

• High school diploma or equivalent, some Bachelor’s or Associate’s work preferred
• Two years customer service leadership experience, 3+ years’ experience preferred
• Proficient keyboard and computer skills, especially Microsoft Office applications
• Excellent written and spoken communication skills
• Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
• Ability to identify and resolve/escalate complex problems
• Proven commitment to high quality customer service and a customer-first approach to problem solving
• Efficient time management skills to maximize the number of merchants that can be assisted while maintaining a high level of detail in notes and follow-up
• Must be able to work in a fast-paced environment as part of a team but assume ownership and responsibility for team and self-assigned work.
• Must be able to work independently with minimal supervision using pre-set company policies, procedures and standards as well as contractual agreements as guidelines for interaction and activity.

This is a full time, in house position.