Essential Functions 

• Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. 

• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing nd completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. 

• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. 

• Determine customer service requirements by maintaining contact with customers; visiting operational environment ts; conduction surveys; forming focus groups; benchmarking best practices; analyzing information and applications. 

• Improve customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. 

• Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings and new techniques; detecting and diagnosing network problems. 

• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. 

• Accomplish information systems and organization mission by completing related results as needed. 

Education/ Experience 

Bachelor’s Degree in Business or related field. 

10+ years’ experience in Customer Service and management. 

Knowledge, Skills and Abilities 

• Knowledge of customer service/sales support practices. 

• Working at management level in customer service contact center, marketing, BTB, sales support or similar environment. 

• Managing complex operational issues and the impact on business development and operational service delivery. 

• Development and management in a customer service context, with a proven track record and managing and implementing change. 

• Management of activities in a heavily multi-tasking environment. 

• Managing and motivating employees- including setting objectives for staff development. 

• Collating and presenting information for management purposes- excellent communication skills. 

• Leadership and coaching skills. 

• Organizational skills are required to set up systems and processes, being able to prioritize Customer Service workload. 

• Demonstrate an understanding of IT issues and uses of IT in managing innovation and change. 

• Evidence of continuous professional development. 

Physical Requirements 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Sit for more than 6 hours per shift  

• Ability to fully use hands 

• Reach with hands and arms  

• Talk and/or hear  

• Stand for up to 4 hours at a time regularly  

• Walk or move from one location to another  

• Periodically may need to climb, balance, stoop, kneel, or crouch  

• Lift and/or move up to 10 pounds regularly and up to 50 pounds occasionally