Customer Service Team Manager

$55,000 - $65,000 yearly
  • Charles P Rogers
  • Remote (Carlstadt, NJ, USA)
  • Sep 14, 2020
Manager Full Time Customer Support Operations Social Media Support Engineer

Job Description

Our overall goal is simple: Provide a world-class customer experience. We achieve this through four critical channels: 1) the customer sales experience; 2) product excellence; 3) first-class delivery experience and 4) customer communication and service/support throughout and post-delivery.

Charles P Rogers & Co. is looking for a Customer Service, Team Manager to lead our remote-based customer service group to provide five-star customer service. You will be responsible for the coaching, development, performance and engagement of your associates. Success will be based on customer feedback, online ratings and service and economic metrics.

As a leader you will be an expert in articulating the Charles P Rogers products, mission and deeply understand the expectations of the CPR CS Contact Tenets; you will ensure your employees understand the important role they play in living the Contact Tenets and how their role supports the CPR's success.

Additionally, you will be responsible for integrating, implementing and developing Zendesk and Trustpilot applications for the benefit of the company its employee—and ultimately our customers (Strong IT skills required). 

You will create and use quantitative and qualitative data (via ZenDesk) to identify strengths and improvement points in order to coach our service team and celebrate their success. You will need to engage constantly with your team, be approachable and provide continuous positive and constructive feedback in order to build a successful group of independent high-achieving customer service team members.


Critical Qualifications

  • Experience building and leading remote teams.
  • Bachelor’s Degree in C.S., CIS, Engineering or similar technical acumen preferred.
  • High-level English written and oral communication, proficiency in Excel
  • Strong ability to operate in a high-pressure environment and endure adversity. 
  •  Customer de-escalation skill set in order to resolve customer issues.
  •  Ability to write technical specifications, define business solutions, convey ideas to business users in a meaningful yet understanding way is extremely important.
  • Two-plus years experience in configuring, designing, deploying and supporting Zendesk or other CRM software. 
  • Strong communications both oral and written with the ability to communicate with various layers of business stakeholders, SMEs, end-users, and technical team members. 
  • Ability to diagnose and respond to interruptions and critical issues in a timely manner is of vital importance.
  • Experience in developing and supporting data warehouses, business intelligence and other dashboard/reporting is required. Solid understanding of Zendesk Explore is required.
  • Knowledge of various SDLC methodologies such as but not limited to Scrum, Kanban and Waterfall.