Customer Service Manager/CRM Contract Manager

Responsibilities

• Manages the daily operations of the Customer Service Center ensuring efficient, professional and consistent customer service.
• Supervises Customer Service Center staff.
• Plans, directs, and manages work assignments and work progress.
• Provides direction, evaluates staff, identifies staff training needs, coaches and trains staff.
• Develops and maintains Customer Service Center procedures and processes to improve customer service, productivity, response times and overall effectiveness.
• Serves as the agency Customer Relationship Management system (CRM) subject matter expert.
• Analyzes and evaluates CRM functionality and business processes and recommends improvements to enhance customer service, employee efficiency, reporting and system utilization.
• Serves as CRM System Contract Manager.
• Manages the CRM system contract. Enforces all components of contract.
• Develops contract monitoring plans.
• Establishes vendor performance measures and requirements.
• Ensures vendor is meeting service level agreements. Holds vendor accountable and ensures vendor performs according to expectations.
• Ensures compliance with contractual requirements and deliverables.
• Maintains vendor performance and contractual obligations including service levels, system availability, issue resolution, project milestones and deliverables.
• Demonstrates deep understanding of and remains up-to-date with contract.
• Serves as primary agency liaison to CRM system vendor for entire agency.
• Coordinates the identification, documentation and resolution of vendor and CRM-related issues and escalates critical issues to senior leadership and vendor representatives when necessary.
• Coordinates communications with vendor.
• Facilitates ongoing business needs with vendor.
• Collaborates with vendor and agency stakeholders to coordinate CRM system enhancements, upgrades, configuration changes and implementation of new functionality.
• Participates in user acceptance testing.
• Serves as CRM liaison to agency users, Regional Sales Offices and other Ohio Lottery Offices.
• Ensures proper CRM implementation and usage by users.
• Facilitates communications between CRM vendor, Customer Service Center, IT staff and other Ohio Lottery Offices to ensure system functionally aligns with operational needs.
• Answers questions and resolves issues.
• Trains users.
• Performs other duties and works on special projects as directed.

Requirements

Official State of Ohio Classification: Program Administrator 3 (63124)

5 years training or 5 years experience in business administration, management or public administration. Or completion of undergraduate core program in business administration, management or public administration;

Or completion of undergraduate core program for academic field of study commensurate with program area to be assigned per approved Position Description on File;

36 months training or 36 months experience in supervisory, administrative &/or managerial position.

Or completion of undergraduate core program for academic field of study commensurate with program area to be assigned per approved Position Description on File;

36 months training or 36 months experience in supervisory, administrative, managerial &/or staff position involving planning, research &/or policy/procedure development.

Or 1 year experience as Program Administrator 2, 63123.

Equivalent of Minimum Class Qualifications For Employment noted above.

Job Skills

• Program Management
• Computer Literacy
• Customer Service
• Management
• Customer Focus
• Leading Others
• Responsiveness