Customer Service Manager

CCI Tec is seeking a highly motivated and experienced Customer Service Manager to join our team. As a Customer Service Manager, you will be responsible for leading and managing a team of customer service representatives, ensuring exceptional service delivery and customer satisfaction. You will play a key role in maintaining and enhancing our reputation for excellence in customer service.

As the Customer Service Manager, you will oversee the day-to-day operations of the customer service department, including monitoring and analyzing customer interactions, identifying areas for improvement, and implementing strategies to enhance the customer experience. You will also be responsible for training and coaching customer service representatives, developing and implementing customer service policies and procedures, and managing customer escalations.

The ideal candidate will have proven experience in a customer service management role, with a strong track record of driving customer satisfaction and improving service delivery. You must possess excellent communication and leadership skills, with the ability to motivate and inspire a team. You should also have a deep understanding of customer service principles and best practices, and be able to apply them in a fast-paced and dynamic environment.

Responsibilities

• Lead and manage a team of customer service representatives
• Monitor and analyze customer interactions to identify areas for improvement
• Develop and implement strategies to enhance the customer experience
• Train and coach customer service representatives to improve performance
• Implement customer service policies and procedures
• Handle customer escalations and resolve complex issues
• Develop and maintain relationships with key customers

Requirements

• Proven experience in a customer service management role
• Excellent communication and leadership skills
• Ability to motivate and inspire a team
• Strong understanding of customer service principles and best practices
• Ability to analyze data and identify trends
• Proficient in MS Office
• Bachelor's degree in business or a related field (preferred)

Benefits

1. **Health Insurance**: Coverage for medical, dental, and vision, possibly including family members.

2. **Retirement Plans**: Such as 401(k) plans with company match.

3. **Paid Time Off**: Vacation, holidays, sick days, and personal days.

4. **Professional Development Programs**: Support or reimbursement for education, training, and certifications.

5. **Remote Work Opportunities**: Flexibility to work from home full-time or part-time.

6. **Wellness Programs**: Such as gym memberships or wellness stipends.

7. **Employee Discounts**: Discounts on company products or services.

8. **Performance Bonuses**: Annual or quarterly bonuses based on personal or company performance.

9. **Parental Leave**: Maternity and paternity leave policies.

10. **Flexible Working Hours**: Ability to start and end the day at varying times.

11. **Stock Options or Equity**: Opportunities to share in the company’s growth.

12. **Employee Assistance Programs (EAP)**: Support for personal issues, including counseling services.

13. **Relocation Assistance**: Support for moving expenses if the job requires relocating.