Customer Service Manager

Client Support Hollywood, California


Description

Position at j2 Cloud Services

Reporting to the Associate Call Center Director, the Call Center Manager will assist with handling escalated issues.  Provide escalated technical and operational support to customers with higher-level needs. You will be assisting in a wide variety of higher-level technical operational issues relating to customer accounts and our service functionality. 

Job Duties:

 Assist Associate Call Center Director in managing the Hollywood technical support teams.

  • Provides highest level of technical assistance to j2 priority customers via phone and email.
  • Attend operations meetings as CS management representative to provide input, report issues and/or communicate information back to the team.
  • Conduct interviews for potential new hires. Train and mentor front line Support Call monitoring/Weekly QA sessions with agents. Coaching is a key part of this position.
  • Analyze call stats and adjust team schedules accordingly. Work with agents to ensure that all call center metrics are being met. Deliver performance improvement plans/disciplinary actions to employees when needed.
  • Manage/Assist in creating new hire training materials as well as enhancing existing training programs for call center.
  • Works directly with Network Operations and Engineering team to research and resolve problems. i.e. identify bugs and suggest/implement system enhancements.
  • Serve as Project Manager for any projects involving Customer Service. Such as, designing and integrating an IVR, design call flows for new hunt groups and review/change call flows of existing phone queues.
  • Creates escalation tickets for all customer impacting issues, taking ownership of the issue and seeing it through to resolution. 

                          


Job Requirements and Experience:

 

  • Minimum 3+ years of experience managing a support customer service team
  • Working knowledge of PC’s and their applications (Word, PowerPoint, Excel, Access, and Outlook)
  • Proven ability to lead and manage a highly technical team in fast growing and constantly changing environment.
  • Ability to coach employees from rep to supervisor level.
  • Excellent verbal and written communication skills
  • Excellent planning and organizational skills with effective follow-up and follow-through.
  • Strong problem solving skills required to troubleshoot, work with internal teams and resolve technical issues.
  • Project Management - Manage integration of new products into call center, migrations of customers into existing brands and implementation of new features to existing brands.
  • Advanced troubleshooting and multi-tasking skills