Manager, Customer Service

Description

Location: This position is full-time (40-hours/week) Monday-Friday located on-site at 2743 Perimeter Parkway, Augusta, GA 30909
Position Purpose: Responsible for leading one or more customer service teams to ensure the delivery of exceptional customer support. Oversees daily operations, manages workload distribution, coaches and develops team members, and addresses escalated customer issues. Monitors performance metrics, drives operational efficiency, and fosters a customer-focused culture to achieve service and business objectives.

What You'll Do

• Organize and manage customer service staff and/or customer service teams for a line of business or department.
• Assigns work to associates within the team(s).
• Assist staff by providing guidance and assistance with questions and problems encountered.
• Handles escalated or sensitive customer matters.
• Manage performance to ensure that individual productivity, quality and timeliness standards are met.
• Maintain performance to ensure all customer requirements are met or exceeded.
• Monitor individual and team performance to ensure all customer requirements are met or exceeded.
• Monitor and analyze reports/statistics, processes, and resources to provide maximum efficiency and effectiveness for all functions.
• Ensure appropriate training for all associates to ensure that the most current guidelines are always being followed.
• Conduct coaching sessions to ensure development of staff within team.
• Conduct team meetings and communications to ensure consistency.
• Encourage, facilitate, and initiate process improvements.
• Ensure that the department is in compliance with all company and government regulations.
• Monitor expenses and prepare annual budget for team.

Qualifications

• Required Education: Bachelor's Degree
• Required Experience: 2 years of health related or customer service work experience. 1 year of supervisory experience OR 1 year of equivalent military experience in grade E4 or above

Skills and Abilities

• Excellent communication, decision making, analytical, and problem-solving skills.
• Excellent interpersonal, time management, and leadership skills.
• Superior customer service orientation.

Benefits

• Subsidized health plans, dental and vision coverage
• 401k retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On-site cafeterias and fitness centers in major locations
• Education Assistance
• Service Recognition
• National discounts to movies, theaters, zoos, theme parks and more