The Planet Group
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http://www.theplanetgroup.com
http://www.theplanetgroup.com
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The Customer Service Manager is responsible for supporting several key areas, including: successful execution on strategic imperatives, establishment of key operational metrics and reporting, as well as seasonal Customer Service problem solving while supervising internal and external customer service teams. The CSM will partner with the Customer Service, Sales, Marketing, and Digital Product teams to ensure world class customer service is provided to all customers.
RESPONSIBILITIES
QUALIFICATIONS:
Customer Service Manager
1 Wall Street Burlington, MA 01803 US
Posted: 09/12/2024
2024-09-12
2024-10-17
Employment Type:
Contract
Job Category: Customer Service
Job Number: 622824
Country: United States
Is job remote?: Yes
Job Description
The Customer Service Manager is responsible for supporting several key areas, including: successful execution on strategic imperatives, establishment of key operational metrics and reporting, as well as seasonal Customer Service problem solving while supervising internal and external customer service teams. The CSM will partner with the Customer Service, Sales, Marketing, and Digital Product teams to ensure world class customer service is provided to all customers.
RESPONSIBILITIES
- Manage, Train, and Retain Order Management Specialist and Customer Service Technical Support Specialist
- Manage customer service partners (Outsourced Customer Service Vendors)
- Work with cross-functional stakeholders, in particular Digital, Sales, and Marketing, to ensure internal and external CS teams are kept trained and up-to-date on all Aspen products and services
- Assist Customer Service/Sales/Technical Support in busy periods
- Provide weekly and monthly reports to Director of IT & Operations
QUALIFICATIONS:
- Bachelor’s Degree in business or related field preferred
- 5+ years of customer service experience including both direct and indirect customer support, previous Customer Service team leadership a plus
- Project management experience
- Excellent prioritization, multitasking and time management skills
- Liaising between internal and external groups
- Executing plans on time and with quality
- Troubleshooting and problem solving
- Excellent verbal and written communication skills
- Proficiency with Microsoft Office (PowerPoint, Outlook, Excel, Word) and Zoho
- Demonstrated ability in working independently and as part of a team
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