Brothers Consulting LLC is seeking a dedicated and dynamic Customer Service Manager to join our growing team. In this pivotal role, you will be responsible for overseeing our customer service operations, ensuring that our clients receive top-notch assistance and support. As a key leader in the organization, you will play a crucial role in shaping the customer service strategy, developing and implementing policies and procedures that enhance the overall customer experience. You will lead and mentor a team of customer service representatives, fostering a positive and empowering work environment that promotes excellence and collaboration. Your ability to analyze customer feedback and performance metrics will be essential in identifying areas for improvement and implementing effective solutions. This position requires a hands-on approach, as you will be involved in training new team members, resolving complex customer issues, and maintaining high standards of service quality. The ideal candidate will possess strong leadership skills, a detailed understanding of customer service best practices, and a commitment to maintaining high levels of customer satisfaction. If you are passionate about customer service and enjoy working in a fast-paced, dynamic environment, we want to hear from you!
Responsibilities
- Oversee daily operations of the customer service department
- Manage and mentor customer service representatives
- Develop and implement customer service policies and procedures
- Analyze customer feedback and performance metrics to improve service quality
- Resolve escalated customer issues and inquiries in a timely manner
- Ensure the team meets or exceeds performance targets and goals
- Collaborate with other departments to enhance the overall customer experience
- Proven experience in a customer service leadership role
- Strong understanding of customer service best practices
- Excellent communication and interpersonal skills
- Ability to analyze data and use it to drive decision making
- Proficiency in customer service software and CRM systems
- Strong problem-solving skills and ability to stay calm under pressure
- Bachelor's degree in Business Administration or related field preferred
- Health Care Plan (Medical, Dental & Vision)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Work From Home
