Job Details
Level: Management
Job Location: Remote - Richfield, OH
Position Type: Full Time
Salary Range: Undisclosed
Description
Company Overview:
Every child deserves to feel safe at school every single day, and this requires a layered, holistic approach to safety and well-being. Navigate360 developed a platform of solutions tailored to the unique needs of schools and educators. Focusing on school administrators’ challenges in keeping students and staff safe, both physically and psychologically, we provide solutions that enable effective safety, intervention, culture, and climate programs.
Position Overview:
The Manager of Customer Service will lead a team responsible for handling customer interactions across multiple channels, including calls, chats, and cases. Reporting to the Sr. Director of Support, this role focuses on enhancing customer satisfaction through the development and implementation of effective service strategies. The Manager will monitor performance metrics, optimize team operations, and ensure seamless collaboration with other departments. Additionally, they will oversee the recruitment, training, and development of staff while also handling escalated customer issues and driving continuous improvement within the customer service function.
Duties / Responsibilities:
- Leadership & Team Management:Oversee the Customer Service Team responsible for handling customer calls, chats, and cases.
- Provide leadership and guidance to maintain a positive work environment.
- Facilitate team development by recommending and overseeing training and development programs for team members.
- Manage schedules by preparing work schedules and assigning tasks efficiently to ensure optimal coverage and productivity.
- Handle the recruitment, training, and ongoing education of staff on procedures and systems.
- Customer Service Strategy & Performance:Develop and implement strategies to enhance customer satisfaction and loyalty.
- Monitor service Key Performance Indicators (KPIs), analyze data, and report performance to senior management.
- Optimize operations by reviewing productivity metrics and identifying areas for improvement.
- Escalation & Issue Resolution:Address and resolve escalated customer issues, ensuring timely and effective solutions.
- Report significant exceptions to leadership and collaborate on appropriate responses.
- Cross-Functional Collaboration:Coordinate with other departments to ensure seamless customer service delivery and continuous improvement.
- Work closely with internal teams to align customer service strategies with overall business objectives.
- Continuous Improvement:Drive continuous improvement within the customer service function by identifying opportunities for process enhancements.
- Stay informed of industry best practices and implement relevant changes to keep the team at the forefront of customer service excellence.
- Additional Duties:Perform other tasks as needed to support the department’s objectives.
Qualifications
Required Qualifications:
- Bachelor’s degree in Business or a related field.
- 3+ years of relevant experience in customer service management.
- Strong analytical skills and attention to detail.
- Excellent oral and written communication skills.
- Ability to manage multiple time-sensitive projects and priorities and meet established deadlines.
- Ability to work and communicate with various/complex stakeholder groups and functions, and various levels of management.
- Strong proficiency using Salesforce and Microsoft Office products.
Preferred Qualifications:
- Master’s degree in Business or a related field.
- 5+ years of experience in Customer Service and/or Project Management.
- Bilingual in English/Spanish.
Normal Working Hours and Conditions: Core business hours are generally 8:00 am – 5:00 pm. However, this position will require work to be performed outside of normal business hours based on Company operations.
Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.