Description

We are in search of a Customer Service Manager to join our team situated in Clearwater, Florida. The individual will play a crucial role in managing customer service operations, ensuring the maintenance of accurate customer records, and handling customer inquiries effectively. This role is also responsible for monitoring customer accounts and taking necessary actions.

Responsibilities:

• Oversee a team of 18-20 customer service and dispatchers spread across multiple locations.

• Act as the primary point of contact for customer inquiries and complaints, ensuring they are resolved promptly and efficiently.

• Develop and implement customer service policies and procedures to improve operational efficiency.

• Collaborate with the VP of Operations to set performance objectives and monitor team performance.

• Utilize strong Excel skills to create reports and understand/create clear metrics.

• Lead the team to ensure dispatchers effectively assign calls to technicians for daily customer service.

• Provide regular feedback and coaching to the team to enhance their performance and customer service skills.

Requirements

• Must possess a minimum of 5 years of experience in a managerial role within the Customer Service industry.

• Proven experience in Call Center Operations and Call Center Customer Service is essential.

• Demonstrated ability in dispatching tasks and overseeing their completion.

• Excellent leadership and team management abilities.

• Strong communication and interpersonal skills for interacting with customers and team members.

• Proficiency in using customer service software and other related tools.

• Ability to strategize and implement methods to improve customer service quality and efficiency.

• Bachelor's degree in Business Administration or related field is preferred.

• Proven track record of meeting and exceeding customer service targets.

• Excellent problem-solving skills and the ability to make quick decisions under pressure.

• Capacity to train and mentor team members in customer service protocols and procedures.

• Strong understanding of performance evaluation metrics in a customer service setting.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .