Customer Service Manager

New York, New York

Tower Management of NY
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Job Title: Customer Service Supervisor

Location: Bronx, NY and Long Island City, NY


We are looking for an experienced, energetic, and self-motivated Customer Service Supervisor to lead, motivate and manage a team of 5-7 customer service agents. As a Customer Service Manager, you will oversee operations and provide excellent customer service by relying on phone, email, chat, and frontal support. You are a results-oriented leader who sets and achieves high performance standards.


Responsibilities:

  • Interview, hire, train, and manage a team of customer service agents, providing direction, coaching, and motivation as needed
  • Create a customer service team to provide excellent customer service to ensure customer satisfaction
  • Monitor and respond to customer inquiries in a timely and efficient manner
  • Manage customer data, including tracking and recording customer feedback
  • Monitor customer service agent performance, ensuring customer service satisfaction goals are met
  • Develop strategies and processes to improve customer service
  • Create reports highlighting key performance metrics and customer service satisfaction
  • Utilize customer service software to optimize customer service processes

Requirements:

  • Bachelor's degree or equivalent
  • At least 2 years of managerial experience working in customer service
  • Excellent interpersonal, organizational, and problem-solving skills
  • Knowledge of customer service and support processes and industry trends
  • Proficiency with customer service software and applications
  • Ability to adapt and remain diplomatic in difficult situations
  • Excellent communication and interpersonal skills
  • Must be able to work in a fast-paced, high-stress environment
  • Ability to multitask and prioritize tasks
  • Willingness to work in a team environment

Date Posted: 03 April 2025
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