Summary of Job Description: The Client Services Manager will provide leadership and guidance to direct reports; work closely with overseas partners and be able to travel. Ensure targets for inbound calls are met, ability to prioritize the workload, and provide creative strategies for process improvement. Resolve executive complaints and create win-win solutions.
Job Responsibilities:
- Manage a team of direct reports within a call center environment.
- Organize and monitor daily workload.
- Manage call statistics and meet goals.
- Identify and implement process improvements.
- Inform staff of all pertinent updates and communications regarding the property tax industry.
- Manage and resolve escalated calls/complaints.
- Monitor and review individual and team performance.
- Monitor calls to observe individual behavior and identify knowledge gaps.
- Monitor and analyze productivity of agents; generate reports.
- Provide continuous feedback to staff and leadership team
- Field questions from team and recommend corrective services to address customer complaints.
- Monitor and ensure compliance with attendance, dress code and company policies.
- Monitor email and voice mail to ensure client follow up is completed timely.
- Ensure all payroll deadlines are met.
- Conduct monthly / annual performance reviews.
- Train, motivate, develop, provide incentives
- Create career development plans.
- Prepare reports as needed.
- Research and resolve BBB complaints.
- Understand the hearing file and discuss the details with clients.
- Negotiate when necessary.
- Perform other duties as assigned.
Job Requirements:
- BA or BS degree preferred
- Real Estate background preferred
- Some college required
- Organization and attention to detail
- High work ethic required
- Must be able to multi-task
- Excellent verbal, written and interpersonal communication skills
- At least 4 years of supervisory experience in customer service
- Strong initiative, independent judgment, and ability to learn
- Organizing and prioritizing skills
- Proficiency with Microsoft Excel, Word, and Outlook
- Be willing to facilitate group meetings
Find one job in US 