Manager, Customer Support Services

  • location: Chicago, IL
  • type: Permanent
  • salary: $70,000 - $75,000 per year
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job description

Manager, Customer Support Services

job summary:
Responsibilities

  • Manage the day-to-day operations of the Customer Support Services team.
  • Implement policies and procedures for how customer calls, requests and issues are identified, received, documented, distributed and resolved.
  • Achieve targeted overall customer satisfaction levels. Create and manage escalation procedures to ensure service levels are maintained.
  • Work directly with high priority or escalated customer service issues.
  • Work collaboratively with other areas of the business to develop and implement customer self-service tools.
  • Collaborate with Marketing to support the introduction of new offers and products.
  • Document, track and monitor customer issues to ensure a responsive resolution including internal visibility and prioritization of issues that need to be addressed.
  • Proactively analyze customer trends and metrics to maximize staff efficiency and effectiveness and identify communication and training opportunities.
  • Measure and track service levels while recommending targeted process improvements to maximize responsiveness and operating efficiency of customer support.
  • Actively manage and schedule the Customer Support Services team to achieve optimum customer support levels.
  • Provide coaching and mentoring for Customer Support Services team. Set performance standards and provide ongoing feedback to develop a motivated and highly engaged team.
  • Other responsibilities as assigned.
Requirements

  • Bachelor's degree required.
  • Minimum of 5-7 years of experience working in a customer service function, preferably in a sales driven, business-to-business, technology-oriented or software-as-a-service (SaaS) environment.
  • 3-5 years of experience managing a customer support team, including hiring, training, establishing goals and assessing performance.
  • Strong leadership and team management skills.
  • Knowledge of best practices regarding customer service delivery, operations and processes.
  • Excellent telephone, interpersonal, communication and writing skills; ability to interact effectively with all levels and functions within the company and customer organizations.
  • Strong organizational skills and detail-orientation.
  • Ability to coach and mentor both internal employees and temporary staff.
  • Strong analytical skills, follow-up capability and problem solving ability.
  • Proactive and results-oriented. Sets goals and priorities that maximize the use of resources to deliver optimal results.
  • Team-oriented, client-focused and open to different ideas and viewpoints.
  • Capable of prioritizing tasks and multi-tasking projects in a time-sensitive environment.
  • Experience using technology, metrics and reporting to manage a customer support function.
  • Travel estimated to be less than 5%
 
location: Chicago, Illinois
job type: Permanent
salary: $70,000 - 75,000 per year
work hours: 8-5
education: Bachelor's degree
experience: 5 Years
 
responsibilities:
Responsibilities

  • Manage the day-to-day operations of the Customer Support Services team.
  • Implement policies and procedures for how customer calls, requests and issues are identified, received, documented, distributed and resolved.
  • Achieve targeted overall customer satisfaction levels. Create and manage escalation procedures to ensure service levels are maintained.
  • Work directly with high priority or escalated customer service issues.
  • Work collaboratively with other areas of the business to develop and implement customer self-service tools.
  • Collaborate with Marketing to support the introduction of new offers and products.
  • Document, track and monitor customer issues to ensure a responsive resolution including internal visibility and prioritization of issues that need to be addressed.
  • Proactively analyze customer trends and metrics to maximize staff efficiency and effectiveness and identify communication and training opportunities.
  • Measure and track service levels while recommending targeted process improvements to maximize responsiveness and operating efficiency of customer support.
  • Actively manage and schedule the Customer Support Services team to achieve optimum customer support levels.
  • Provide coaching and mentoring for Customer Support Services team. Set performance standards and provide ongoing feedback to develop a motivated and highly engaged team.
  • Other responsibilities as assigned.
 
qualifications:
Requirements

  • Bachelor's degree required.
  • Minimum of 5-7 years of experience working in a customer service function, preferably in a sales driven, business-to-business, technology-oriented or software-as-a-service (SaaS) environment.
  • 3-5 years of experience managing a customer support team, including hiring, training, establishing goals and assessing performance.
  • Strong leadership and team management skills.
  • Knowledge of best practices regarding customer service delivery, operations and processes.
  • Excellent telephone, interpersonal, communication and writing skills; ability to interact effectively with all levels and functions within BAI and customer organizations.
  • Strong organizational skills and detail-orientation.
  • Ability to coach and mentor both internal BAI employees and temporary staff.
  • Strong analytical skills, follow-up capability and problem solving ability.
  • Proactive and results-oriented. Sets goals and priorities that maximize the use of resources to deliver optimal results.
  • Team-oriented, client-focused and open to different ideas and viewpoints.
  • Capable of prioritizing tasks and multi-tasking projects in a time-sensitive environment.
  • Experience using technology, metrics and reporting to manage a customer support function.
  • Travel estimated to be less than 5%
 
skills: Sales, Customer Service
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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