Job Description
Job Description
Job Description
Customer Service Manager
Williamsburg Brooklyn
Part time/full time
100k-150k
Job Overview:
We are seeking a Customer Service Manager to oversee and support a team of 10 customer service representatives . This role involves ensuring excellent customer support through phone and email, maintaining high service quality, and fostering a professional and efficient work environment. The ideal candidate will provide leadership, monitor performance, and guide the team in handling customer interactions effectively.
Key Responsibilities:
- Team Management: Oversee a team of 10 customer service representatives , ensuring smooth daily operations.
- Performance Monitoring: Listen to live and recorded calls, review emails, and provide feedback to enhance customer interactions.
- Guidance & Support: Offer real-time coaching and assistance to team members handling difficult customer situations.
- Quality Assurance: Ensure all customer inquiries are handled professionally, efficiently, and in line with company policies.
- Escalation Handling: Address complex customer issues and escalate when necessary.
- Process Improvement: Identify inefficiencies and recommend improvements to customer service workflows.
- Training & Development: Provide ongoing coaching and support to help the team refine their skills.
- Reporting & Documentation: Track key performance metrics and report to senior management as needed.
Job Tags
Full time, Part time,