Career Evolutions is looking for a Customer Services Manager for a fast-growing technology company headquartered in Scottsdale, AZ. It's a full-time, direct-hire opportunity with compensation up to $80,000.
You are currently working in a Customer Services Manager similar role in a high-tech company and have in-depth knowledge of best-in-class support practices. You will grow, develop and motivate a team of support professionals, manage day-to-day operations to meet the highest levels of efficiency and customer satisfaction, and represent the voice of the customer to drive product and process improvements.
Job Responsibilities:
Monitor and coordinate the distribution of client requests to ensure optimal performance and achievement of SLAs.
Deliver first rate partner and customer satisfaction and meet/exceed all operational and satisfaction targets.
Effectively manage team and deliver against people goals, such as employee growth, retention, and satisfaction.
Ensure team readiness for supporting new products and services.
Measure, maintain and improve delivery processes to increase efficiency and customer experience.
Plan staffing requirements and hire skilled team members to meet business goals.
Provide regular employee coaching and on-going guidance to help employees achieve career development aspirations.
Analyze data and surface insights from support interactions to advocate on behalf of customers, drive decision making to improve products and processes, and drive long term customer and partner loyalty.
Facilitate the scheduling and presentation to welcome new clients into the Managed Services program.
Your Qualifications:
Bachelor’s Degree
5+ years’ experience in customer services / service desk / delivery role
4+ years’ successful manager / leadership experience and the ability to attract, motivate, retain and develop teams
Strong, data driven problem resolution and decision making skills
3+ years working experience with Salesforce as a CRM
Experience with customer support reporting (KPIs) and monitoring SLAs.
Must have strong operational excellence skills to be able to drive strong execution of the team’s vision and operational metrics.
Strong work ethic and ability to work in a fast-paced environment.
Excellent written and verbal communication skills.
Founded in 2008, Career Evolutions is a leading Executive Search Firm based in Scottsdale, Arizona. Career Evolutions provides products and services to identify top talent, develop employees, and maximize human capital to enhance the bottom line. For more info, please visit www.careerevolutions.net, check out our Current Opportunities, and contact us via phone 480.626.5253.
