Benefits:
Customer Service Manager Job Responsibilities:
- 401(k)
- Competitive salary
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Customer Service Manager Job Responsibilities:
- Handle customer inquiries and complaints
- Provide information about our products and services
- Troubleshoot and resolve product issues and concerns
- Document and update customer records based on interactions
- Develop and maintain a knowledge base of the evolving products and services.
- Prepares call center reports for upper management by collecting and analyzing data.
- Build up script and training material for new agents
- Evaluate agent’s performance reviews and overall team effectiveness with upper management.
- Help agents with challenging customer service issues.
- Monitors team performance and provide tools if necessary.
- Determines call center operational strategies by evaluating results and objectives.
- Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
- Presents quarterly call center action plans and objectives.
- TV and consumer electronics knowledge and experience highly preferred
- Advanced customer focus and customer service skills
- Excellent planning, execution and project management skills
- Exceptional training and coaching skills
- Great verbal and written communication skills
- Ability to communicate with all level of management team
- Bachelor or equivalent, major is not limited
- At least one year experiences working in a mid to large size call center
- Zoho, Zendesk and RingCentral experience is a plus
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