In particular, large states like New York, Washington, California, Florida, and Connecticut have higher wages than other places. Oversee recruitment, hiring, and training of customer service staff to further company goals and sustain high customer service benchmarks. Skills : Customer Service, Stocking, Telephone, Copy Machine, Fax Machine, Cashier, Cash Register, Cash Handling, Retail. Adheres to appropriate guidelines in the maintenance of pricing and payment terms, 6) Forecast staffing needs, select and train personnel to assure high levels of customer service skills and conformance with international shipping requirements, 7) Document procedures and policies for training and departmental information guide. Recovers quickly from setbacks. Responsible for follow up on any issues including those delegated from the Customer Service Management Team, Assist management in raising the overall level of professionalism through consistent coaching of direct reports, Interacts with all departments within the CSS department (i.e. as Customer Service Assistant 3, 64433, for assigned agency, Or equivalent of Minimum Class Qualifications for Employment noted above, 1+ years of Leadership and/or SME experience (successfully led a group of individuals and/or various projects), Available to work an 8 hour shift between the hours of 7:00 am and 8:00 pm, 5 days a week, Monday through Friday, Supervisory experience in a call center environment or in a strongly related environment, Working knowledge of Administration of HR Policy and Procedures, Ensure all Service work orders and Service contracts are accurately billed as rapidly as possible, Process Service quotes in a timely and accurate manner, Support validation plate recertification revenue targets by managing contact of customers in the plate certification funnel, Ensure that all requests for Service are dispatched the same day that they are received, Work with the Service Operations Manager to develop and implement a plan that optimizes Field Service Engineer utilization, thereby significantly reducing travel and other related expenses, Maintain daily visual management of service logistics, Work with the Quality Manager to maintain ISO17025 certification, Support the timely return of defective product to manufacturing for root cause analysis, Provide data to support Key Performance Metrics (KPIs) in support of business priorities, Provide daily maintenance and support of business system database (BSD), Make upgrades and changes to BSD to improve process flow, Create custom docs, reports, and dashboards as needed to manage the business, Support BSD enhancements and program integrations, Bachelors Degree, preferably in a related field such as Business or Operations Management, Minimum of 2-3 years of experience in an Operations or logistics environment, preferably in a high tech field, Supervisory experience preferred with at least 1 2 direct reports, Past experience with a Salesforce.com or a comparable CRM platform is a major plus, Proficiency in Microsoft Word, Excel and PowerPoint, Highly customer (internal and external) focused with a true passion for creative problem solving, Understanding of general finance principles, ability to conduct basic cost/benefit and other similar analysis, Very strong time and project management skills, Demonstrated commitment to continuous improvement and ability to drive acceptance of change, Authorize appropriate payment or refer claims to investigators for further review, Analyze and identify trends and provides reports as necessary, Supervise, monitor, track and direct day to day operations to staff, Self-funded knowledge back ground beneficial. Surprise and delight the customers with excellent customer service, Actively manage work flow on the front end, manage customer flow, and report performance and policy issues to the Team Leader and Associate Team Leader, Help train Team Members in a manner that builds and sustains a high-performance team and minimizes turnover as delegated by Team Leader and Associate Team Leader, Establish and maintain a positive work environment that supports a high Team Member morale, Communicate and maintain Team Member safety and security standards, Supervise and delegate tasks to Front End Team Members, Support national, regional, and store programs, Responds promptly to customer needs and questions and requests assistance when necessary, including answering the store phone system, Open and close department according to established procedures, Oversee team and resolve difficult customer situations, Determine break schedule and ensure all necessary breaks are given, Communicate team concerns to the Team Leader and Associate Team Leader, Follow and comply with established procedures, including Weights and Measures, health and sanitation, and adhere to safe work practices, Extensive knowledge of Front End Team procedures and policies, Capable of teaching others in a constructive and positive manner, Ability to perform physical requirements of position, Ability to operate all necessary equipment, Strong demonstrated organizational and time management skills, Basic computer skills and ability to use computer programs such as Microsoft Word, Excel, and Outlook, Able to prioritize efficiently and delegate responsibilities, 1+ year Front End or Customer Service experience required, 40% Customer Service Operations: provide support and manage the NA Customer Service team. This includes input on the development of processes, standard operating procedures, and linkage to manufacturing. Customer Service Manager Resume Sample [+Job Description] - zety Utilizing an office desk sitting, reading, listening, or speaking with the ability to move intermittently throughout the day, Strong sensory skills, such as good eyesight, good hearing, and dexterity, Ability to operate office equipment, including computers, copiers, fax machines, and phones, Ensure excellent performance of customer service staff when servicing customer contacts, by working with and leading teams to ensure efficiency and quality service, Ability to effectively communicate to the staff and management through team meetings and other written or verbal communication, Proven customer focus and ability to manage change, Experience handling customer & employee concerns to resolution, Ensure team is aligned to and meeting Service Center Metrics, Partner with Recruiters to recruit, interview, develop, and manage a high caliber workforce with minimal turnover, Develop and maintain effective relationships with employees, internal partners and customers, Contribute in the development of Contact center programs and process improvements that enhance the level of internal and external customer service, Minimum of 2 years experience, Customer Service or Contact Center Management preferred, Knowledge of Contact Center systems such as CTI, WFM, and Quality Monitoring Systems preferred, Experience managing a team of at least 15 FTEs required, Strong PC skills (e.g., Word, Excel, and PowerPoint) preferred, Knowledge and understanding of retail industry a plus, Understanding of Contact center performance metrics and measurements, 1 year experience as supervisor or team lead, Proficient knowledge of bank products, operational procedures and practices, Be able to lead by example and represent leadership, Ability to communicate verbally and in writing with highest level of professionalism, Flexible to work outside of normal schedule for business needs, especially during peak holiday weeks, Able to collaborate and communicate appropriately with all members of the team and call center, Business, management, calls center experience a plus, At least 5 years experience in banking service industry, Direct and monitor activities of assigned staff including goal-setting, performance management, coaching, training, and development plans to develop an effective team with a strong customer focus, Determine scheduling and staffing needs to maintain service levels objectives, Conduct telephone monitoring for direct reports and provide feedback for development purposes and to ensure accurate and timely support, Analyze customer service metrics to determine problem and opportunity areas and monitoring performance against goal, Ensure that escalations to various departments are seamless to our customers, Establish documentation, implement consistent global processes, and train direct reports on all procedures, Identify opportunities for improvement with technology systems and procedures, and initiate appropriate action to implement process changes, Provide high-level support for all customer contacts by addressing their issue or query and/or routing their call to the appropriate department, Proven management experience within a high-volume call center environment preferred, as well as knowledge of ACDs, call tracking systems, and call monitoring, Leadership and team-building skills to motivate and inspire the team towards achievement of service excellence, Ability to coach direct reports to strengthen their performance and improve skills in order to accomplish work objectives, Problem solving and analytical skills with the ability to evaluate issues and conflicts and make timely decisions that benefit both the customer and the business, Ability to take ownership of problems and coordinate appropriate internal resources to help solve customer issues effectively and efficiently, Ability to train direct reports on new and existing procedures, Experience supporting applications in a web environment, corporate intranets and integrated knowledge solutions, Ability to follow and accurately explain a large set of procedural guidelines to a very high accuracy level, Commitment to customer satisfaction to provide quick and thorough response to customers' requests or problems, Time management and organizational skills, Positive outlook on change and a flexible approach to the work environment and structure, Working knowledge of Call Centre processes, systems and technologies, Previous Team Leader experience within a Call Centre setup, Strong interpersonal skills with the ability to build effective relationships, Innovator with the ability to work with limited supervision, Demonstrates initiatives and positive attitude, Demonstrate efficient organization and planning skills, Establish standards for call handling, service levels and performance monitoring measures, Possess a sound understanding of the product offering, Ensure that all Contact Center performance and service standards are met in the areas of quality, call processing time, and productivity, Evangelize ideas that will help to resolve customer problems, Strong personnel management skills and experience including the ability to develop and motivate staff, Team player with the ability to work in a fast-paced environment is a must, Demonstrated ability to implement and develop strategies, build action plans, and set goals, Strong analytical, problem-solving and decision making capabilities, Ability to be flexible to handle multiple priorities, 5+ years of management/supervisory experience in contact/call center, Demonstrated ability to develop, implement and execute business processes Strong issue management and risk mitigation background, Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.