Senior Customer Service Manager
First American
full-time
Posted on:
Location Type: Remote
Location: South Carolina • United States
Visit company websiteExplore more
Salary
💰 $102,200 - $136,200 per year
Job Level
About the role
- Manages a team of operation representatives and/or supervisors responsible for effectively handling customer facing/service-related issues
- Coaches, mentors, and manages performance of the team
- Develop employees’ skills by providing a clear understanding of performance expectations through coaching, mentoring, and accountability of staff
- Develop and monitor department procedures and quality control guidelines
- Ensure department work production volume meets or exceeds product/service and quality standards
- Develop target initiatives which improve the profitability of service operations
- Provide reports to Senior Management on department performance and metrics
- Resolve escalated claim issues for customers
- Maintain long term staffing plan
- Establish and track key performance indicators
- Strategically identify and recommend business process improvements
Requirements
- Bachelor’s degree or equivalent combination of education and experience
- 5-7 years of directly related experience
- 3-5 years demonstrated experience in a supervisory or management role
- Fully knowledgeable of product and assigned functional area(s)
- Demonstrated success establishing, leading, and maintaining effective working relationships at the Department Management level.
Benefits
- Medical
- Dental
- Vision
- 401k
- PTO/paid sick leave
- Employee stock purchase plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance managementquality controlprocess improvementreportingkey performance indicatorsstaffing plan development
Soft Skills
coachingmentoringteam managementinterpersonal skillsaccountabilityrelationship building
Certifications
Bachelor’s degree