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Customer Service Manager (CSM)

Company: Aurora Solutions LLC
Location: Tempe
Posted on: November 23, 2021

Job Description:

Aurora is looking for a highly skilled and self-motivated Customer Service Manager. you will lead, motivate and develop a dynamic customer service department. As a Customer Service Manager, you're responsible for leading a team that will oversee the overall relationship with our customers, ensuring that each touchpoint across the customer support journey is of the highest quality - timely, engaging, efficient, and effective.A successful Customer Service Manager is actively engaged in their team and customers' experience and day-to-day performance. They foster a "team work makes the dream work"-- - culture that is passionate about: caring for customers, doing the right thing, making data driven decisions, the company mission and goals, and remaining steadfast and strong through continuous growth and constant change.Job Description:Manages staffCommunicates job expectations employeesEnforces company policies and proceduresImplements production, productivity, quality, and customer-service standardsResolves problemsIdentifies customer service trends and determines system improvementsTake ownership of customer issues and follow problems through to resolutionLead and act as a point of contact for escalated complex customer questionsKeep accurate records and document customer service actions and discussionsRespond to customer inquiries and issues in a timely manner via email, phone and out ticketing systemManage the performance of the team to meet/exceed goalsCreate and ensure a positive, efficient, safe work environmentDeliver best in class service to our customersWork directly with customers where needed to resolve customer service conflicts.Collaborate with multiple departments to achieve and resolve the best experience for customersAssist in training employees to promote the benefits of great customer service.Customer Service Manager Qualifications / Skills: Customer service skillsProcess improvementStrong decision-making skillsManaging processesDeveloping standardsHelp desk experienceAn effective leader with experience leading a diverse teamAn effective multi-tasker than can set priorities and schedule work activitiesA critical and analytical thinker with a passion for solving customer issuesA strong communicator capable of interacting professionally with merchants, partners and customers in high pressure, time sensitive, environmentsAble to remain calm, stay focused and perform under pressure.Make smart use of technology to minimize manual effortsExperience RequirementsBachelor's Degree in related fieldMinimum 2-3 years' experience within the merchant service industryExperience in growing, retaining, and scaling a team of 5 of moreExcellent listening and problem-solving skills with an ability to communicate clearly and confidently by phone and in writingAbility to professionally manage and triage customer support "-- -incidents' and escalations"-- - -Demonstrated organization and planning abilitiesAbility to multi-taskCritical-thinker and problem-solverTeam playerJob Type: Full-timePay: $50,000.00 - $55,000.00 per yearBenefits:401(k)Dental insuranceHealth insuranceLife insurancePaid time offVision insuranceSchedule:8 hour shiftMonday to FridayEducation:High school or equivalent (Preferred)Experience:Sales Leadership: 3 years (Preferred)Merchant Services: 2 years (Preferred)Work Location: One location

Keywords: Aurora Solutions LLC, Tempe , Customer Service Manager (CSM), Executive , Tempe, Arizona

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