Customer Service Manager
Largo, FL Largo, FL Full-time Full-time Estimated:
$60.
3K - $76.
4K a year Estimated:
$60.
3K - $76.
4K a year Description:
JOB TITLE:
Customer Experience Manager This position will manage a growing team of approximately 10 employees.
The team makes up three separate rolls in the company, all of which interact or impact our customers.
The Customer Service team receives emails, inbound calls and issues from the Operations team, Biz Dev team, Outside Sales and all customers.
The RA team provides return authorizations to return product for our customers and the Policy team updates Return Goods Policies so that product is handled and returned under the proper policies.
These three teams directly impact our customers and our organization.
We are looking for a strong candidate with people management skills that includes a customer service background.
Our values:
Integrity, Quality, Customer Focused, and Continuous Improvement are the corner stone on how we treat our customers and our employees.
We are looking for a strong people manager to develop KPIs, metrics and and other workflows to set our team(s) up for success, as well as positively impact our customers.
JOB
Summary:
This position is responsible for leading the Customer Service team, Policy team and the Return Authorizations (RA) team.
This critical leadership role will develop and deliver an operational quality improvement strategy across the Company resulting in the experience of a highly predictable and effective customer experience.
The Customer Service Manager is expected to perform all responsibilities with a commitment to providing superior service to the Company's customers and maintaining an atmosphere of teamwork and continuous improvement.
This position is highly visible and requires a strong leader with the ability to prioritize, plan, and direct the team.
DUTIES AND
Responsibilities:
Motivate and supervise the customer service team, policy team and return authorizations team to achieve company goals and support SLAs.
Oversees a team of customer service agents through daily interaction, ongoing performance evaluation, and succession planning.
Monitors daily customer communication trends, quality and regulatory reporting, ticket averages, and bandwidth needs.
Develop, create and implement KPIs.
Ensure achievement of Customer SLAs.
Ensure daily, weekly, and monthly KPIs are met and or exceeded.
Analyze and prioritize workloads based on department inflows to meet company expectations.
Set expectations and hold team members accountable.
Creates an environment that promotes professionalism, engagement, and inclusion.
Sets expectations around productivity, quality, and other key metrics.
Develop and execute actions plans Coach, develop, and counsel employees to effectively reach department goals.
Run reports and analyze data pertaining to the department and share with executive staff and managers of department staff as needed.
Analyze and advise management of personnel, work-flow issues, and trends and recommend resolutions.
Strong knowledge of Atlassian JIRA and Atlassian Confluence software or comparable CRM.
Evaluate, audit, identify and implement improvement opportunities to increase overall productivity and effectiveness.
Please note that the estimated salary on Indeed does not reflect PharmaLink's role
Benefits:
Medical, Dental, Vision, STD, LTD, and additional benefits 16 paid time off days your first year of employment increases to 22 at 1 year.
401(k) matching Requirements:
JOB REQUIREMENTS / QUALIFICATIONS Minimum three years of experience as a Manager.
(3 - 5 years of supervisory experience, including employee training and development.
) 5 - 7 years customer service related experience.
Ability to recognize trends in issues that signal Level 2 or 3 support and/or automation opportunities.
Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures.
Advanced EXCEL skills (V-Look ups, Pivot Tables, Conditional Formatting) REQUIRED.
Must be comfortable building presentations for KPIs, workflows and other key data metrics in Powepoint or other comparable tools.
Bachelor's degree preferred/not required.
Proven ability to coach and develop others to meet goals.
Thorough knowledge of all aspects of Customer Service handling.
Experience creating KPIs and setting standards.
Using data-driven decision making to manage teams to KPIs.
Be able to manage a growing team of 11 or more.
PharmaLink reserves the right to revise or change job duties and responsibilities as the need arises.
Motivate and supervise the customer service team, policy team and return authorizations team to achieve company goals and support SLAs.
Oversees a team of customer service agents through daily interaction, ongoing performance evaluation, and succession planning.
Monitors daily customer communication trends, quality and regulatory reporting, ticket averages, and bandwidth needs.
Develop, create and implement KPIs.
Ensure achievement of Customer SLAs.
Ensure daily, weekly, and monthly KPIs are met and or exceeded.
Analyze and prioritize workloads based on department inflows to meet company expectations.
Set expectations and hold team members accountable.
Creates an environment that promotes professionalism, engagement, and inclusion.
Sets expectations around productivity, quality, and other key metrics.
Develop and execute actions plans Coach, develop, and counsel employees to effectively reach department goals.
Run reports and analyze data pertaining to the department and share with executive staff and managers of department staff as needed.
Analyze and advise management of personnel, work-flow issues, and trends and recommend resolutions.
Strong knowledge of Atlassian JIRA and Atlassian Confluence software or comparable CRM.
Evaluate, audit, identify and implement improvement opportunities to increase overall productivity and effectiveness.
Medical, Dental, Vision, STD, LTD, and additional benefits 16 paid time off days your first year of employment increases to 22 at 1 year.
401(k) matching Minimum three years of experience as a Manager.
(3 - 5 years of supervisory experience, including employee training and development.
) 5 - 7 years customer service related experience.
Ability to recognize trends in issues that signal Level 2 or 3 support and/or automation opportunities.
Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures.
Advanced EXCEL skills (V-Look ups, Pivot Tables, Conditional Formatting) REQUIRED.
Must be comfortable building presentations for KPIs, workflows and other key data metrics in Powepoint or other comparable tools.
Bachelor's degree preferred/not required.
Proven ability to coach and develop others to meet goals.
Thorough knowledge of all aspects of Customer Service handling.
Experience creating KPIs and setting standards.
Using data-driven decision making to manage teams to KPIs.
Be able to manage a growing team of 11 or more.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$60.
3K - $76.
4K a year Estimated:
$60.
3K - $76.
4K a year Description:
JOB TITLE:
Customer Experience Manager This position will manage a growing team of approximately 10 employees.
The team makes up three separate rolls in the company, all of which interact or impact our customers.
The Customer Service team receives emails, inbound calls and issues from the Operations team, Biz Dev team, Outside Sales and all customers.
The RA team provides return authorizations to return product for our customers and the Policy team updates Return Goods Policies so that product is handled and returned under the proper policies.
These three teams directly impact our customers and our organization.
We are looking for a strong candidate with people management skills that includes a customer service background.
Our values:
Integrity, Quality, Customer Focused, and Continuous Improvement are the corner stone on how we treat our customers and our employees.
We are looking for a strong people manager to develop KPIs, metrics and and other workflows to set our team(s) up for success, as well as positively impact our customers.
JOB
Summary:
This position is responsible for leading the Customer Service team, Policy team and the Return Authorizations (RA) team.
This critical leadership role will develop and deliver an operational quality improvement strategy across the Company resulting in the experience of a highly predictable and effective customer experience.
The Customer Service Manager is expected to perform all responsibilities with a commitment to providing superior service to the Company's customers and maintaining an atmosphere of teamwork and continuous improvement.
This position is highly visible and requires a strong leader with the ability to prioritize, plan, and direct the team.
DUTIES AND
Responsibilities:
Motivate and supervise the customer service team, policy team and return authorizations team to achieve company goals and support SLAs.
Oversees a team of customer service agents through daily interaction, ongoing performance evaluation, and succession planning.
Monitors daily customer communication trends, quality and regulatory reporting, ticket averages, and bandwidth needs.
Develop, create and implement KPIs.
Ensure achievement of Customer SLAs.
Ensure daily, weekly, and monthly KPIs are met and or exceeded.
Analyze and prioritize workloads based on department inflows to meet company expectations.
Set expectations and hold team members accountable.
Creates an environment that promotes professionalism, engagement, and inclusion.
Sets expectations around productivity, quality, and other key metrics.
Develop and execute actions plans Coach, develop, and counsel employees to effectively reach department goals.
Run reports and analyze data pertaining to the department and share with executive staff and managers of department staff as needed.
Analyze and advise management of personnel, work-flow issues, and trends and recommend resolutions.
Strong knowledge of Atlassian JIRA and Atlassian Confluence software or comparable CRM.
Evaluate, audit, identify and implement improvement opportunities to increase overall productivity and effectiveness.
Please note that the estimated salary on Indeed does not reflect PharmaLink's role
Benefits:
Medical, Dental, Vision, STD, LTD, and additional benefits 16 paid time off days your first year of employment increases to 22 at 1 year.
401(k) matching Requirements:
JOB REQUIREMENTS / QUALIFICATIONS Minimum three years of experience as a Manager.
(3 - 5 years of supervisory experience, including employee training and development.
) 5 - 7 years customer service related experience.
Ability to recognize trends in issues that signal Level 2 or 3 support and/or automation opportunities.
Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures.
Advanced EXCEL skills (V-Look ups, Pivot Tables, Conditional Formatting) REQUIRED.
Must be comfortable building presentations for KPIs, workflows and other key data metrics in Powepoint or other comparable tools.
Bachelor's degree preferred/not required.
Proven ability to coach and develop others to meet goals.
Thorough knowledge of all aspects of Customer Service handling.
Experience creating KPIs and setting standards.
Using data-driven decision making to manage teams to KPIs.
Be able to manage a growing team of 11 or more.
PharmaLink reserves the right to revise or change job duties and responsibilities as the need arises.
Motivate and supervise the customer service team, policy team and return authorizations team to achieve company goals and support SLAs.
Oversees a team of customer service agents through daily interaction, ongoing performance evaluation, and succession planning.
Monitors daily customer communication trends, quality and regulatory reporting, ticket averages, and bandwidth needs.
Develop, create and implement KPIs.
Ensure achievement of Customer SLAs.
Ensure daily, weekly, and monthly KPIs are met and or exceeded.
Analyze and prioritize workloads based on department inflows to meet company expectations.
Set expectations and hold team members accountable.
Creates an environment that promotes professionalism, engagement, and inclusion.
Sets expectations around productivity, quality, and other key metrics.
Develop and execute actions plans Coach, develop, and counsel employees to effectively reach department goals.
Run reports and analyze data pertaining to the department and share with executive staff and managers of department staff as needed.
Analyze and advise management of personnel, work-flow issues, and trends and recommend resolutions.
Strong knowledge of Atlassian JIRA and Atlassian Confluence software or comparable CRM.
Evaluate, audit, identify and implement improvement opportunities to increase overall productivity and effectiveness.
Medical, Dental, Vision, STD, LTD, and additional benefits 16 paid time off days your first year of employment increases to 22 at 1 year.
401(k) matching Minimum three years of experience as a Manager.
(3 - 5 years of supervisory experience, including employee training and development.
) 5 - 7 years customer service related experience.
Ability to recognize trends in issues that signal Level 2 or 3 support and/or automation opportunities.
Consistently seek ways to improve the customer experience by designing and implementing efficiency improvement initiatives, policies and procedures.
Advanced EXCEL skills (V-Look ups, Pivot Tables, Conditional Formatting) REQUIRED.
Must be comfortable building presentations for KPIs, workflows and other key data metrics in Powepoint or other comparable tools.
Bachelor's degree preferred/not required.
Proven ability to coach and develop others to meet goals.
Thorough knowledge of all aspects of Customer Service handling.
Experience creating KPIs and setting standards.
Using data-driven decision making to manage teams to KPIs.
Be able to manage a growing team of 11 or more.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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