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Title

Customer Service Manager 

Description

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.

 
Position Requirements

Required Skills/Abilities: 

• Experience in developing customer service/call center training programs.  

• Experience in creating or revising customer service/call center processes and procedures. 

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

• Knowledge of management principles and familiarity with organization products, services, and policies.

• Strong coaching and leadership skills, ability to motivate employees.

• Decisiveness and attention to detail.

• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

• Excellent verbal and written communication skills; polite, professional phone voice.

• Excellent organizational skills, thoroughness, and attention to detail. 

• Excellent time management skills with a proven ability to meet deadlines. 

• Strong analytical and problem-solving skills. 

• Ability to prioritize tasks. 

• Ability to work remotely or in an office, as necessary. 

 

Competencies: 

• Communication – Must be able to listen to others, process information, and communicate effectively.

• Adaptability – Ability to adjust to circumstances and think creatively. 

• Task Management – Ability to work efficiently and competently. 

• Customer Focus – Genuinely cares whether the customers are satisfied and truly wants to create the best possible experience for them. 

• Detail Oriented – Achieves thoroughness and accuracy when accomplishing a task through concern for all the areas involved. 

• Critical Thinking – Ability to see an issue and use objective analysis and evaluation to form a judgment. 

 

Education and Experience:

• Associate degree or equivalent years of experience in lieu of education. 

• Five years of customer service/call center experience required.

• A minimum of one year experience in developing, revising, or administering call center/customer service training.  

• A minimum of one year of supervisory experience in a call center required. 

 

Work Environment: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• The noise level in the work environment is usually quiet. 

 

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer. 

• Must be able to lift up to 15 pounds at times. 

 

 
Full-Time/Part-Time Full-Time  
Shift Days  
Exempt/Non-Exempt Exempt  
Open Date 5/18/2021  
Location National Board for Certified Counselors  
About the Organization The National Board for Certified Counselors (NBCC) is a not-for-profit, independent certification organization whose primary purposes are to establish and administer a national certification system and to identify qualified counselors who have voluntarily sought and obtained NBCC board certification. The organizational mission is to advance counseling as the premier certification body of the profession with the vision of enhancing society worldwide through quality counseling. NBCC and Affiliates is composed of three organizational affiliates: The National Board for Certified Counselors (NBCC), the Center for Credentialing & Education (CCE), and the NBCC Foundation (NBCCF).

NBCC and Affiliates has operations and partnerships in approximately 40 countries providing professional certifications, occupational credentials, training programs, educational activities, and public mental health services through institutes and residencies. Over 66,000 board certified counselors serve the public and advance mental health efforts across the globe. With a portfolio of nine credentials related to professional counseling, mental health, addictions, human services, and career development, NBCC and Affiliates seeks to expand the professional capacity of counselors and human service professionals.

NBCC's primary organizational functions relate to the development and operation of quality credentialing, certification, and quality assurance programs. CCE creates and administers other occupational programs, including education and training activities, and leverages credentials to best serve communities. Additionally, CCE provides management services for associations, boards, agencies, and other organizational clients. NBCCF administers programs focused on capacity building, the expansion of access to mental health services in underserved and never-served communities, and the development of high-quality professional development resources for counselors.  
EOE Statement NBCC and Affiliates is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.  

This position is currently accepting applications.

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