Position Overview:

The Customer Service Manager is responsible for ensuring we deliver premier, world-class customer service and receives general direction from the VP of Customer Experience. This role will promote the best level of service in the industry, and exercise direct supervision over supervisors and customer service representatives, both locally and remote. The Customer Service Manager will resolve emergency issues, provide training for new employees and handle customer service-related issues beyond representative capability.

Essential Functions: 

• Manages and develops processes for monthly billing and accounts receivable
• Creates and maintains department level budget and annual spending
• Acts as a primary stakeholder for NPS (Net Promoter Score) efforts by contributing to the building of reports and continuous follow-up with customers to ensure the feedback loop is always closed
• Provides ongoing feedback to other departments in the form of defect submissions, customer escalations, and internal system improvements
• Recruits, trains, and leads customer service staff to provide premier world-class customer service
• Evaluates performance and provides tools, coaching, counseling, and guidance that promotes continuous improvement
• Provides employees specific goals, objectives, and guidance on how to achieve them
• Timely follow-through on communication internally and externally including email, tickets, and one on one meetings
• Maintains the ability to autonomously handle employee issues while regularly collaborating with EXD and other executives/managers
• Communicates with the VP of Customer Experience and provides recommendations for department improvements
• Contributes to company and department documentation efforts
• Adheres to the policies and procedures of the company
• Exemplifies the Core Values of Inclusion, Innovation, Trust, Collaboration, and Fun

Eligibility Requirements:

• High School Diploma or equivalent
• Four years of successful management experience with a focus on teams or other related experience
• Three years of web hosting industry experience or other related work preferred
• Working knowledge of standard customer service protocols and recurring billing business models
• Ability to analyze and report on metrics such as ratings, hours worked, personal time off used and other factors

Qualifications:

Written Communications: Superior written communication skills required; able to communicate effectively in all written work, utilizing proper grammar, spelling and punctuation;

Oral Communication: Excellent oral communication skills required; to speak clearly and effectively in positive or negative situations with employees and in group settings

Interpersonal Skills: Able to motivate, coach, mentor, and develop relationships quickly with all level of employees in a professional and effective manner;

Research Skills: Able to gather data, facts and impressions from a variety of sources about prospective and current employees; seeks knowledge about policies, rules, laws, procedures or practices; managing the data flow; classifying and organizing information for use in decision-making and monitoring;

Ethics and Confidentiality: Demonstrates the highest level of ethical behavior and displays integrity and ethics in handling confidential information;

Time Management: Strong organizational skills, able to prioritize and to use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner;

Business Acumen:  Demonstrates good judgment and strong skills in achieving maximum organizational performance and efficiencies;