Customer Service Manager

Customer Service Manager performs day-to-day tasks within the customer service department and provides supervision, leadership and support to customer service representatives within the team. Primary responsibilities include, but are not limited to:

Customer Service Representative Duties:

• Answers phone calls, voicemail and emails in a fast-paced environment
• Receives walk-in visitors and addresses issues/inquiries for resolution or refers to the appropriate department or individual.
• Receives payment of assessments and issue receipts.
• Sort, digitize, file, and distribute incoming mail, email and invoices to the appropriate department or individual.
• Provide general administrative support to office staff as needed.
• Perform all other office/work functions as deemed necessary.

Customer Service Manager:

• Serve as the Customer Service Manager and provide direction, consultation, and support for Customer Service Representatives.
• Provide Customer Service training to new employees and ongoing training to current Customer Service Representatives.
• Create processes and procedures for Customer Service functions.
• Assist with client onboarding and offboarding processes related to customer service.
• Address escalated customer issues.
• Track Customer Service Department KPIs.
• Training/refreshing representatives on Customer Service SOP’s
• Managing assignment of Zendesk tickets to Customer Service Representatives
• Continuous effort to review and improve Customer Service processes.
• Supervise mail processes.
• Other Customer Service-related duties as assigned.