Senior Customer Service Manager

We are a leading home services provider, and we are looking for a Senior Customer Service Manager with a customer first focus.

This position is based in Nassau County NY.

We are seeking someone with proven leadership experience in a contact center environment to supervise, lead and motivate a large, top-notch customer service team. You will effectively lead your team by managing performance and set communications expectations and goals.

Responsibilities:

As a Senior Customer Service Manager, you will manage teams of Customer Service Representatives. Above all, you will use your communication and active listening skills to provide customers with exceptional service.

Specific duties include:

- Setting and communicating expectations and goals, provide timely feedback, ensure and improve customer satisfaction

- Monitor service levels, make sure pricing/margin and retention activities are in accordance with district objectives

- Recruit effectively

- Handle escalated customer calls when needed

- Work in partnership with Service, Sales, Operations, Credit, Delivery, and other departments for timely resolution of customer issues and assist with achieving District customer growth objectives.

Requirements:

As a Senior Customer Service Manager, you must be professional and possess the ability to function equally well in both a team environment and independently. You must also be highly detail oriented and focused with a flexible and adaptable nature. It is also important that you display excellent verbal and written communication, interpersonal, and active listening skills as well as the ability to interact effectively with both customers and coworkers.

Specific qualifications include:

- Minimum of five years experience working in a customer service call center environment.

- Proven leadership experience managing large teams.

- High School Diploma or Equivalent. College degree from an accredited university preferred.

- Ability to develop and train work force, build relationships, utilize skills of workforce most appropriately.

- Pivot to adjust priorities and manage time wisely in a fast-paced environment.

- Accurately maintain and organize records and documentation.

- Communicate in a clear, concise, understandable manner, listens attentively to others, and provides instructions to others.

- Resolve complex/escalated issues and be high energy, self-motivated and quick thinking.

- Take ownership of customer issues and bring them to resolution creating customer advocates.

- Ability to work a full-time schedule including nights, weekends, and holidays as needed.

- Capable of motivating others.

- Strong call center call flow management ability and experience desired.

- Knowledge in the operation and application of Symposium desired.

Benefits:

Your hard work and professional dedication will be rewarded with a competitive compensation and benefits package, including:

- Medical coverage

- Dental coverage

- 401(k)

- Plus more!

Salary range is $110,000.00 - $120,000.00 per year.

We are proud to be an equal opportunity employer, and are committed to a drug and alcohol-free workplace.

Pay Transparency In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law"; in the impacted states; that have mandated the employers to list the salary ranges in Job advertisements or postings for job opportunities and Job promotions.