Manager, Customer and Consultant Support
To support and lead a team responsible for supporting customer and business partner relationships. A strong focus on customer interaction, experience, and strength in leadership to expand the team's role and improve the service we deliver.
Develop a strong relationship within the team and affiliated departments to achieve our goal of excellence in support and customer care.
Assigning team members work flow by providing hands-on coaching, which includes regular 1 on 1 meetings, mentoring and guidance
Continuously evaluating workflow and identifying opportunities for improvement.
Manage and report on customer service performance indicators such as call and email response volume, quality, and efficiency.
Handling escalated support issues associated with customers managed by your team, ensuring senior managers are kept informed
Collaboration with operational teams, customers and other departments to solve problems and enhance services.
Develop strategies for service skills improvement, including training needed for relationship skills, customer service, technical, and interpersonal skills.
Responsible for recruiting, selecting, training, and managing performance of team
SKILLS, EXPERIENCE AND EDUCATION REQUIRED:
Problem solving and investigative habits and skills.
Resolution of customer/consultant conflict.
Personable skills and a strong ability to communicate
Minimum 4 years’ experience working in a supervisory or management role in a customer service environment involving customer support or technical support.
Must have certification or expertise Project Management
Relevant post-secondary education
Excellent communication (written and verbal), interpersonal and presentation skills
Demonstrated ability to motivate, coach and lead others
High attention to detail
Computer software experience including:
Inventory management software
Point of Sale Software