<p>The Customer Service Manager oversees a team of Customer Satisfaction Representatives, ensuring high-quality support and a positive customer experience. This role is responsible for managing daily operations, optimizing workflows, and maintaining service-level standards.</p><p>Key responsibilities include supervising and coaching team members, monitoring ticket queues, and ensuring timely resolution using ticketing systems such as Zendesk, Jira, or similar platforms. The ideal candidate will have strong experience analyzing performance metrics, preparing reports, identifying trends, and implementing improvements to enhance efficiency and customer satisfaction. This role requires excellent communication skills, a data-driven mindset, and the ability to foster a collaborative, customer-focused team culture.</p><p><strong>Key Performance Indicators (KPIs):</strong></p><ul><li><strong>First Response Time (FRT):</strong> Average time for initial response to customer inquiries.</li><li><strong>Average Resolution Time (ART):</strong> Time to fully resolve a ticket or case.</li><li><strong>Customer Satisfaction Score (CSAT):</strong> Ratings collected post-interaction.</li><li><strong>Net Promoter Score (NPS):</strong> Customer likelihood to recommend.</li><li><strong>Ticket Volume & Backlog:</strong> Number of incoming tickets and outstanding unresolved cases.</li><li><strong>Agent Utilization & Productivity:</strong> Tickets solved per representative, adherence to schedules, and workload balance.</li><li><strong>Quality Assurance (QA) Scores:</strong> Evaluations of customer interactions for accuracy, tone, and completeness.</li><li><strong>Escalation Rate:</strong> Percentage of tickets requiring advanced support or management involvement.</li><li><strong>Service Level Agreement (SLA) Compliance:</strong> Percentage of tickets resolved within defined timeframes.</li><li><strong>Customer Retention or Churn Indicators:</strong> Trends showing repeat issues or dissatisfaction patterns.</li></ul><p>If you'd like, I can format it as a formal posting, shorten it for a resume, or tailor the KPIs to a specific industry.</p><p>Qualified and interested candidates, please APPLY and reach out to STEFANIE FURNISS 786-897-7903 </p>

<p>• Minimum of 3 years of experience in a sales support or customer service role.</p><p>• Proficiency in inside sales, direct sales, and inbound/outbound sales strategies.</p><p>• Familiarity with customer service platforms like Zendesk and JIRA.</p><p>• Strong analytical skills to evaluate performance metrics and identify improvement opportunities.</p><p>• Excellent communication and interpersonal skills to foster positive customer relationships.</p><p>• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.</p><p>• Collaborative mindset with the ability to work across teams and departments.</p><p>• Commitment to delivering high-quality service and achieving customer satisfaction goals.</p><p><br></p><p>Qualified and interested candidates, please APPLY and reach out to STEFANIE FURNISS 786-897-7903 </p>

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