Overview- We are seeking a dynamic and experienced Customer Service Manager to lead our customer service team. The ideal candidate will be responsible for overseeing the customer service operations, ensuring exceptional service delivery, and maintaining high customer satisfaction levels.
Job will be 1099 with the possibility of converting to a Full Time Employee at a later date to be determined
Responsibilities
- Define the NY Mobile Customer Care experience
- Take ownership of escalated issues.
- Act as a liaison between the Partners and our Customer Care Vendor.
- Establish Customer Care Polices and procedures and amend as needed.
- Take ownership of customers issues and follow problems through to resolution
- Develop KPI for the business
- Monitor customer service metrics and prepare reports for management.
- Analyze staffing needed and grow the department
- Act as primary point of contact for our Customer Service Vendor.
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Adhere to and manage the approved budget
- Travel up to 30% of the time
Experience
- Minimum of 10 years of Customer Service experience in the telecommunications industry
- A minimum of 5 years experience in a management role.
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English. Bilingual in Spanish a plus.
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills (verbal and written)
- Advanced troubleshooting and multi-tasking skills
Job Types: Full-time, Contract
Pay: $65.00 - $70.00 per hour
Expected hours: 30 – 60 per week
Schedule:
- Holidays
- Monday to Friday
- Weekends as needed
People with a criminal record are encouraged to apply
Experience:
- Customer Care: 10 years (Preferred)
Work Location: Remote