Job Summary:
The National Board for Certified Counselors (NBCC) is looking for a motivated and experienced Customer Service Manager to lead our small customer service call center team. The Customer Service Manager will provide outstanding customer service, develop customer service procedures and training, and set customer satisfaction goals.
Duties/Responsibilities:
• Hires, trains, coaches, and leads customer service representatives as they provide support for NBCC customers.
• Establishes, revises, and implements a training program, policies, processes, and procedures for the customer service representatives to ensure continuity, cross-training, consistency, and best practices.
• Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.
• Monitors and measures service and call center metrics and utilizes data to develop standards, improvements, or changes to processes.
• Answers representative’s questions, guides them through difficult calls or issues, diffuses angry customers, and handles issues that cannot be fielded by representatives.
• Leads team meetings, asks questions to better understand the calls representatives are receiving, educates and coaches workers regarding processes and practices, and explains expectations to employees.
• Assists other management team members in identifying trends and establishing customer service goals.
• Ensures staff members are achieving desired service levels and takes corrective action, as needed.
• Prepares reports and analyzes call center data to improve processes, ensures resources are properly allocated, and maximizes efficiency and customer satisfaction.
• Takes on other tasks or projects as assigned.
Supervisory Responsibilities:
• Manages a team of customer service representatives and ensures service levels are met or exceeded.
• Has full authority for personnel actions.
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