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3 results for Customer Service Manager in Hickory, NC

Contact Center Manager

Charlotte, NC
onsite
Permanent / Full Time
80000 - 120000 USD / Yearly
Our client is a rapidly growing HVAC organization seeking an experienced Contact Center Manager to take ownership of its customer contact center operations in Charlotte. This is a key leadership role for an organization that is growing quickly and looking to build the processes, technology, reporting, and infrastructure needed to support that growth.The ideal candidate is more than a traditional call center people manager. This person will be a data-driven, proactive operator who can look at contact center performance, identify opportunities, leverage technology and AI, and work cross-functionally to improve the customer experience and overall business efficiency.This is an opportunity for someone who enjoys entering a growing environment, identifying what is working and what is not, and then building better processes rather than simply maintaining the status quo.Key Responsibilities<ul><li>Lead the day-to-day operations of the contact center, ensuring appropriate coverage, responsiveness, service quality, and consistent execution.</li><li>Lead, coach, and develop a team of approximately 10–12 employees across local and offshore support functions, fostering accountability, productivity, and strong customer service.</li><li>Establish and monitor key performance indicators (KPIs) related to call volume, response times, conversion, service levels, customer experience, productivity, and other relevant contact center metrics.</li><li>Develop and improve reporting and dashboards to provide leadership with greater visibility into contact center performance and emerging trends.</li><li>Analyze operational data to identify bottlenecks, recurring issues, staffing opportunities, and other areas for improvement, then translate those findings into actionable solutions.</li><li>Proactively evaluate AI, automation, and emerging contact center technologies to identify opportunities to improve efficiency, customer communication, employee productivity, and scalability.</li><li>Identify opportunities to streamline workflows and eliminate unnecessary manual processes as the organization continues to grow.</li><li>Partner closely with Operations, Sales, Service, Finance, IT, and other departments to identify cross-functional inefficiencies and implement solutions.</li><li>Help develop and standardize contact center processes, procedures, service standards, escalation protocols, and best practices.</li><li>Oversee scheduling, workload distribution, staffing needs, and escalation management to ensure the team can effectively support business demand.</li><li>Utilize platforms such as ServiceTitan and QuickBooks Enterprise to support effective service coordination, customer communication, and administrative processes.</li><li>Identify training and development needs and establish coaching programs that improve both individual and team performance.</li><li>Monitor customer and operational trends and proactively recommend changes before issues become larger business problems.</li><li>Serve as a key operational partner to leadership as the company continues to scale, helping build the infrastructure and processes necessary to support continued growth.</li></ul>
2026-08-17T00:00:00Z

Medical Customer Service Representative

Charlotte, NC
remote
Temporary / Contract
17 - 18.65 USD / Hourly
Robert Half is seeking a remote Medical Customer Service Representative to support a Self-Pay Operations team for an up-and-coming Healthcare client. This Medical Customer Service Representative will be responsible for high volume inbound customer service calls regarding billing and self-pay operations. Apply for the opportunity to join this growing healthcare team as a Medical Customer Service Representative today! <ul><li>Process and distribute medical records, itemized bills, EOBs, UB-04s, CMS-1500s, and other patient-related documentation.</li><li>Retrieve documents from multiple systems and sources, including host applications, shared drives, email, Teams, and virtual fax.</li><li>Print, prepare, and mail required patient and payer documents accurately and timely.</li><li>Review patient accounts, work queues, worklists, and patient portal requests.</li><li>Respond to inquiries from patients, payers, attorneys, and other stakeholders.</li><li>Identify, research, and resolve account discrepancies, or coordinate corrections with appropriate departments.</li><li>Collaborate with internal teams to resolve patient concerns, complaints, and complex account issues.</li><li>Track and report daily production volumes, workflow status, and backlog metrics.</li><li>Support special projects, reporting activities, and other operational initiatives as assigned.</li></ul> Please note this role requires (but sponsors) the obtaining of a Certified Revenue Cycle Representative (CRCR) within 9 months of hire.
2026-08-07T00:00:00Z

Call Center Specialist

Charlotte, NC
onsite
Temporary / Contract
16.15 - 18.7 USD / Hourly
We are looking for a Call Center Specialist to support a busy student registration program for families seeking school placement assistance in Charlotte, North Carolina. This Contract position is ideal for someone who communicates clearly, stays composed in high-volume situations, and can provide helpful bilingual support when needed. The role is part-time with a flexible schedule, including weekday and Saturday coverage, and focuses on delivering responsive, solution-oriented service to callers throughout peak enrollment periods. Responsibilities: • Respond to a large volume of inbound calls from families seeking guidance on student registration and school placement steps. • Assist callers with registration-related questions, explain required information, and help them move forward in the enrollment process. • Provide bilingual assistance to support families who are more comfortable communicating in another language. • Document customer details accurately and capture unresolved issues for follow-up when additional support is needed. • Address upset or frustrated callers with professionalism, de-escalate concerns, and work toward practical resolutions. • Maintain strong responsiveness during peak business hours while managing call queues efficiently and courteously. • Continue conversations already in progress by reviewing prior notes and helping callers complete next steps without delay. • Escalate complex matters through the appropriate support channels or shared resources when a solution cannot be provided immediately.
2026-08-18T00:00:00Z