Job Description

Customer Service Manager $72,000 DIRECT HIRE Newton, MA

Job Description:

Client Experience Manager will lead 5-7 of the Customer Service coordinators. This position also provides support to our customer base and interacts with all other areas of the company.

Duties and Responsibilities:

• Provides a voice for the current and future company culture.
• Manages Client Experience Team inclusive of hiring, training, evaluating approving time off and working in conjunction with Human Resources regarding termination
• Provides support and development for company phone system
• Conducts training of team for direct customer support on payment systems
• Assists with reconciliation of cash management auditing
• Lead emergency planning for Client Experience for snow days, outages, etc.
• Phone assist clients inquiries on equipment use and payment systems
• Create service orders, process refunds, and track revenue via web-based systems

Skills:

• Ability to organize and direct the activities of Customer Experience Associates to ensure the delivery of high-quality service to customers
• The ability to courteously interact with clients to ensure positive customer experience.
• Process and detail oriented with a strong focus on client service.
• Experience with variety of networked systems required, with flexibility to learn new systems.
• Strong MS Office Suite experience, primarily Word and Excel, and Microsoft accounting software.

Education and Qualifications:

• 10+ years of Client Experience Management
• Experience managing a small team
• A bachelor's degree in business administration or related discipline
• Attention to detail and organized in a fast-paced environment
• Calm and professional conflict resolution
• Ability to effectively multitask
• Accounting background helpful

Benefits & bonus incentives offered for the role!

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Job Snapshot

• Employee Type:Full-Time
• Location:Waltham, MA
• Job Type:Admin - Clerical, Customer Service
• Experience:None
• Education:None
• Date Posted:7/22/2024
• Contact: Vilmarie Colon (617) 865-2357
• Pay Range: $72,000.00 - $72,000.00 Annually

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