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Join our dynamic team at Confidential as a Senior Customer Service Manager, where you will lead a passionate group of professionals dedicated to delivering exceptional customer experiences. This role requires a proven track record in customer service management and a commitment to excellence. The position offers a salary range of $73,000 - $80,000 per year and is based in Cincinnati, OH.

Responsibilities

  • Strategically lead customer service operations to align with organizational goals
  • Design, implement, and continuously improve customer service processes
  • Develop and manage budgets for the customer service department
  • Monitor department expenditures and identify cost-saving opportunities
  • Conduct financial analysis to assess the profitability of customer service initiatives
  • Collaborate with finance teams to develop accurate financial forecasts
  • Establish advanced customer retention strategies using data analytics
  • Lead initiatives to integrate cutting-edge technologies for service delivery
  • Oversee the recruitment, training, and performance evaluation of customer service personnel
  • Act as the escalation point for critical customer issues
  • Manage and lead a team of customer service representatives
  • Develop and implement customer service policies and procedures
  • Resolve complex customer issues and escalate as necessary
  • Monitor customer service metrics and implement improvements
  • Handle customer complaints and provide timely solutions
  • Continually improve the customer service experience
  • Train and onboard new customer service employees
  • Ensure customer service representatives maintain accurate records and documentation
  • Stay up-to-date with industry trends and technologies to improve customer service
  • Collaborate with other departments to improve overall customer experience

Requirements

  • Bachelor's Degree
  • More than 5 years
  • Authorized to work in US
  • Background Check
  • Lift 50 lbs
  • Weekends
  • Weekdays

Benefits

  • Health Insurance
  • Paid Time Off
Salary: $73,000.00-$80,000.00 per year

Read the full job description and apply online on the recuiter's web-site

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