Job Description

Manning Personnel Group, Inc., is working with a client south of Boston as they are actively seeking a Customer Service Manager. The Manager will lead the customer service team, improve client satisfaction in a timely manner and assist with identifying opportunities to improve business practices and overall operations.

ESSENTIAL FUNCTIONS:

• Determines and addresses the customers needs, problems, complaints, requests, questions and deadlines in a professional manner
• Enter sales orders for various product lines when necessary
• Manages daily operations of the customer service team to meet performance goals
• Develops and implements customer service policies and procedures
• Collaborates with other departments to resolve complex customer issues
• Trains and mentors team members to improve service quality
• Analyzes customer feedback and metrics to identify improvement areas
• Manages escalation processes for high-priority customer concerns
• Monitors team performance and provides regular reports to leadership
• Communicates service updates and strategies to stakeholders

QUALIFICATIONS:

• Proficiency in analyzing service metrics and KPIs
• Strong communication and interpersonal skills
• Customer-centric and data-driven approach
• Excellent verbal and written communication skills
• Ability to collaborate effectively with cross-functional team
• Ability to analyze data and identify areas for improvement
• Excellent organizational and time management skills

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Business, Communications, or related field
• 5+ years of experience in customer service or related management roles
• Experience leading and training customer service teams
• Proven success in improving customer satisfaction metrics
• Advanced certifications in customer service or management are a plus

We are an Equal Opportunity Employer and consider qualified applicants for employment regardless of race, gender, gender identity, gender expression, age, color, religion, disability, veteran status, sexual orientation, or any other protected factor.

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