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Concord Servicing is seeking a highly skilled and experienced Customer Service Manager to lead our call center team. As a key member of our operations team, you will be responsible for managing and directing agents and customer service representatives to ensure exceptional customer experiences.
Key Responsibilities- Team Management: Lead and motivate a team of customer service representatives to achieve exceptional customer satisfaction and service level targets.
- Performance Management: Conduct regular performance appraisals, provide coaching and feedback, and develop action plans to improve team performance.
- Process Improvement: Identify areas for process improvement and implement changes to increase efficiency and productivity.
- Customer Engagement: Develop and implement strategies to improve customer engagement and retention.
- Reporting and Analytics: Analyze customer feedback and sentiment data to identify trends and areas for improvement.
- Leadership Experience: Proven experience in leading a team of customer service representatives.
- Customer Service Expertise: Excellent customer service skills and knowledge of customer service principles and practices.
- Communication Skills: Strong verbal and written communication skills.
- Analytical Skills: Ability to analyze data and identify trends and areas for improvement.
- Problem-Solving Skills: Ability to think critically and develop creative solutions to complex problems.
- Competitive Salary: $16,000 per year.
- Commissions: $20,000 - $30,000 per year.
- Benefits Package: Medical, dental, and life insurance, as well as grocery vouchers and internet bonus.
