Manager – Client Service

Manager – Client Service

Requirements

• Bachelors’ degree from an accredited, not for profit University or College coupled
• 2+ years management experience leading a team of 6 or more individuals
• 3 years of high-volume customer service support department
• Experience building rapport over the telephone and overcoming objections
• Experience of delivering results whilst working to deadlines under pressure
• A track record of commitment to prior employers
• Flexibility to differing work shifts
• Proven ability to meet OKR’s, KPI’s, and/or metrics consistently

Responsibilities

• Provide leadership, support and guidance to the Customer Service team
• Manage dispute resolution process
• Research financial disputes on customers’ accounts
• Review and submit chargebacks and related credits to accounting
• Ensure staff and customer compliance with department dispute procedures
• Consistent review of the workflows and standard operating procedures to make sure they stay current with the products and changes of them
• Work with Team on repetitive escalated issues to find a solution that will assist with ceasing these from occurring
• Manage the QA process and coaching sessions. Report results to Senior Management and discuss next steps for over & under performers
• Manage the team’s performance and any plans that have been put in place
• Provide Weekly reporting of individual QA
• Managing the turnaround process closely to ensure team is meeting goals and identifying any trends that are keeping us from meeting them
• Communicate escalations and resolutions to the Product, Development, and Marketing & Sales Departments. Act as a liaison between our customers and these teams
• Review the daily management of projects, movement of the Customer Support Queues and manage the need for additional staff hours due to volume spikes
• Maintain the highest professional standards and promote our ethics of trust, open communication, creative thinking and cohesive team effort
• Support and Assist with the Development & Product for Applications related to Customer Service
• Recruit, Evaluate & Hire the best candidates for Customer Service

Preferred Qualifications

• Experience Leading Product Onboarding
• Excellent communication and influencing skills; verbal and written
• Great listening, comprehension & persuasion skills
• Ability to maintain relationships of all relative departments
• Identify and hire talent that would be excellent resources to the company
• Confident personality with the ability to communicate effectively with both internal and external stakeholders
• Proficient in MS Office, Tech savvy and understand the tools needed to manage team’s operation effectively
• Strong presentation and public speaking skills
• Demonstrates excellent problem-solving skills and ability to implement new processes and resolutions
• Knowledge of credit card transactions preferred