Sr Mgr-Customer Service

Under general direction, of the Chief Operations Officer, the Senior Manager, Customer Service is responsible for overseeing the day-to-day and strategic operations of teams of customer service staff, supervisors, and managers.

This role contributes to the growth of Contractor Connection by partnering with and supporting the efforts of the Senior Leadership team and drive overall performance and results of the U.

S.

Operation.

Ensures that goals of the business are clearly understood and positions the department for success related to stated business goals and expectations.

Mentors, coaches and sets a positive example to develop a highly skilled team through continuous learning and process improvement efforts.

Ensures high levels of customer service in the department.

Works with other departments to resolve issues to ensure continuous workflow throughout the department.


* B.S.

or B.A.

in Business Management or equivalent, or related experience is required.


* 5+ years previous experience in a multi-channel (voice, chat, email etc.) management position required.


* Minimum of four years construction estimating or property insurance background - preferred.


* Ability to utilize internal web-based programs.


* Computer literate with working knowledge of e-mail and the Internet.


* Proficient in the use of Microsoft applications, including Word, Excel, and PowerPoint required.


* Ability to delegate tasks as needed.


* Ability to analyze data and resolve issues.


* Ability to acquire and maintain an in-depth knowledge of company operations, systems, contract guidelines and other required policies and procedures.


* Excellent written and verbal communication skills.


* Excellent interpersonal skills and ability to work with and manage a variety of people.


* Excellent public speaking and presentation skills.


* Strong leadership and analytical skills.


* Ability to deal with difficult issues under pressure, and provide necessary communication to staff, insurer clients and/or contractors.

#LI-EC1


* Overall leadership and management responsibility for Customer Service Managers and Supervisors who are responsible for managing the day-to-day operations of teams of customer service staff handling customer questions and issues.


* Coaches, trains and reviews performance of Customer Service Manager, supervisors and staff supporting staff engagement and career path development; recommends salary increases when appropriate and ensuring disciplinary action implemented when appropriate.


* Determines customer service/call center operational strategies by conducting needs Serves customers by planning and implementing customer service/call center strategies and operations; improving systems and processes; managing staff.


* Develops and maintains effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance stan...