JOB PURPOSE

Plan, coordinate and monitor the activities of the customer service team to maintain and enhance customer relationships as well as meet organizational and operational objectives.



ESSENTIAL JOB FUNCTIONS

• This position manages Customer Service staff.


• This position also co-manages California Customer Service team in conjunction with the Operations Manager of California.


• Accomplishes customer service excellence standards by setting performance goals, developing service policies, analyzing metrics (e.g., response times), and resolving complex, escalated customer issues.


• Hires, trains, and motivates staff.


• Maintains and manages departmental workload of customer support team.


• Appraises job results by coaching, counseling and enf...