Customer Service Department Manager

Location: North of Pittsburgh, PA

Job Type: Full Time / Permanent

Responsibilities:

  • Setting a clear mission for focused customer retention and engaged customers
  • Recruit, mentor, and develop customer service agents and scheduling
  • Responsible for reviews of department management team and representatives
  • Equipment management within the department including phone system, customer engagement applications etc
  • Maintain workflow according to priorities and delegate department tasks
  • Communicate customer feedback and any issues to other departments or management when necessary
  • Keep accurate records and document customer service actions and discussions
  • Maintain 3rd party payments and transactions
  • Issue refunds to customers when necessary
  • Assist representatives with escalations and guidance as needed
  • Other tasks and duties as assigned

Experience:

  • Proven experience as a Customer Service Manager and ability to provide customer service support
  • Excellent knowledge of management methods and techniques
  • Indiscriminately comfortable with adult content
  • Proficient in MS Office, customer service software, and tools
  • Friendly and positive demeanor
  • Attention to detail & ability to multitask
  • Ability to investigate using available resources
  • Highly organized
  • Ability to think strategically and lead
  • Multitasking verbal and written tasks
  • Able to work independently and collaborate in groups
  • Patience
  • Able to meet deadlines under pressure
  • Creative thinking
  • Strong communication skills
  • Ability to use multiple applications and websites simultaneously
  • Ability to research and investigate
  • Able to balance common sense and complex thinking
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