Customer Service Manager (5229 )

Customer Service Newtown Square, Pennsylvania


Position at Taylor Communications Inc.

Customer Service Manager –

Taylor Communications is seeking a Customer Service Manager.  The job function of a Customer Service Manager requires strong communication and organizational skills. The individual needs to effectively manage customer relationships to insure satisfaction. They need to effectively recruit, hire, train and retain team members. This individual needs to effectively communicate issues, concerns or results with various levels of the internal and external organizations and how to assign and manage workflow and associates to meet customer Service Level Agreements. This individual also knows how to best coach, mentor, manage and lead performance goals and how to resolve customer concerns in a timely and effective manner.

Essential job functions and responsibilities:

  • Limited to quality, quantity, productivity and attendance.
  • Direct and coordinate activities concerned with the operation of customer service within the company guidelines and policies. Ensure both the client Key Performance Indicators and expectations are met.
  • Manage efficiency by staffing customer service to meet the fluctuations in customer demands and programs.
  • Manage performance on all programs to meet and exceed all expectations.
  • Recruits, hires, trains and retains associates
  • Identifies areas of opportunity within the teams(s) to develop and implement comprehensive improvement plans to meet customer requirements and center efficiencies.
  • Coordination of information between internal departments to ensure that all client and company goals are being attained.
  • Bachelor’s Degree preferred
  • Previous experience managing direct reports
  • Document Management Industry experience
  • Strong project management skills are required.
  • Strong presentation skills
  • One to three years related experience and/or training in the telemarketing or customer service industry.
  • At least one year supervisory experience preferred; or equivalent combination of education and experience.
  • Strong leadership, communication, and organizational skills
  • PC and MS Office Software skills.
About Our Company:

Taylor Communications is a recognized leader in the healthcare, financial services, retail and industrial markets. With over a century of expertise and a solutions-driven portfolio, the company helps its customers advance their reputations through improved communication with consumers, patients, employees and other stakeholders. As a foundation for success, the Taylor Communications Advantage includes our affiliation with Taylor Corporation, one of the largest privately held companies in the U.S., as well as one of the top 3 personalized marketing solutions providers in North America. A forward-thinking organization, our shared values and purpose of creating opportunity and security for our employees is at the core of everything we do. Taylor’s more than 80 affiliated companies with 12,000+ employees are located across North America, Europe, Bulgaria China, India, and the Philippines, and serve over half of the Fortune 500 companies and millions of small businesses  and consumers.

We offer an attractive compensation package, including a competitive base salary, and a competitive benefit package including health, dental & vision insurance, 401K plan, profit sharing, PTO (paid time off) and Holiday Pay.