Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality.
Implements effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message.
Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by upselling products and services and taking care of any customer concerns or complaints quickly and professionally.
Provides training on handling of sensitive customer service issues.
Monitors and reviews processes for ways to make procedures more time and cost-effective.
Makes regular reports to upper management about department milestones and progress.
Holds regular meetings with department staff to discuss expectations and hear team concerns.
Plans and maintains departmental budget.
Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes.
Monitors department issues and client complaints to define patterns and work to lessen those recurring issues.
Coordinates with sales department to incorporate plans to increase customer satisfaction.
Manages issues with the staff through assessment and subsequent corrective action protocol.
Ensures work environment is compliant with all applicable laws and regulations.
Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure.
Liaises with upper management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department.