Vacancy expired!
Customer Service Managers coach, motivate and inspire their team members to achieve and exceed performance results. Leads a team of service experts to amaze and astound customers, providing proactive account management and effective resolution to various customer concerns. As leaders, Managers demonstrate strong interpersonal, time management, and multi-tasking skills. They have the ability to quickly adapt to change and model a positive, can-do attitude of service. Managers develop their team of agents to reach career and organizational goals. They are responsible for building effective working relationships, making sound decisions, successfully making changes, initiating action and achieving results. They collaborate with other leaders serving a common customer base and provide critical leadership support to meet customer value objectives for that customer base. Managers are a key member of the leadership team. In addition to owning the definition & implementation of their Team’s objectives, they take an active role in defining & implementing the Global Services and Support strategic organizational objectives. The successful candidate will enjoy a competitive wage and generous benefits that include health and dental insurance, 401(k) plan, paid time off, nine paid holidays, a flexible work schedule and casual dress environment.
Meet and exceed objectives for team performance and individual performance of assigned agents by providing effective feedback, coaching, and support. Minimizes escalations through effective coaching and support as well as proper handling of calls escalated to the coach to achieve the right results
Facilitates and participates in a climate of cohesiveness, cooperation, and enthusiasm in a workgroup to accomplish a goal; assures problems are fully defined and decisions are made based on all relevant information to determine appropriate action
Provide meaningful career and professional development for assigned agents, in partnership with leadership; Coach and develop agents, including inspection and observation of expected behaviors and outcomes, actively engaging in day-to-day activities in the department and being a trusted resource for agents through in-the-game coaching
Effectively use recognition, coaching, training, and other tools to lead agents and inspire world-class performance and employee retention
Understand and effectively leverage metrics and other measurements to drive team performance; use good judgement and business acumen to balance metrics and resolve customer issues
Responsible for the recommendation and implementation of improved procedures and/or enhanced tools to resolve customer concerns quickly and professionally
Recommend enhancements to Cradlepoint products that would improve the serviceability & operation of our products
Additional duties as assigned
Additionally, May:
Create & maintain case management records of customer problems
Create and maintain KCS articles to foster customer self-help tools available on-line
Respond promptly to customer inquiries via phone, chat & community
Engage in the performance of the duties their subordinates
Define the team’s strategic objectives and the measurements against those objectives
Participate in the definition, implementation and measurement of progress for the Global Services and Support Organization’s strategic organizational objectives
At least 5 years of relevant customer service experience
3+ years of leadership experience in a relevant customer service environment
Preferred Skills Include:
Passion for customer experience
Leadership and team building skills
Familiarity with CRM tools such as Salesforce Service Cloud
Familiarity with Knowledge-Centered Service
People management and development skills
Must enjoy working in a high pace environment with strong customer service skills
Excellent communication, interpersonal, and organizational skills
High school diploma, general education degree or equivalent
General knowledge of relevant computer applications such as; Microsoft Office including Outlook, Word, Excel, PowerPoint, and all modern web browsers
Ability to handle stress and adjust to changing priorities
Knowledge of administrative procedures
Problem analysis and problem-solving
Provides process improvement ideas to management
General technical knowledge and first level troubleshooting ability of networking and cellular technologies and subscription services
ID: 2019-1420 External Company URL: www.cradlepoint.com Street: 1111 W. Jefferson St.
