Customer Service Manager

Join an exciting opportunity with a growing company.Apptix is the leading provider of service automation software and solutions for the outsourced messaging and desktop services market. We are looking for a Customer Service Manager to handle the responsibilities of our help desk.  The Customer Service & Support Center is a 24 x7 operation which acts as a day-to-day contact point between our customers, and other business departments within the company.  The Customer Service Manager is responsible for overseeing the help desk and provisioning support staff and handling and customer queries and problems concerning their services.   The Customer Service Manager position requires an energetic, responsible individual with call center experience to proactively build and sustain a high performing staff to support a variety of hosted applications for our rapidly growing company.  The Customer Service Manager must be able to respond to changing workflow demands, motivate and coach call center staff, and work closely with Management, HR, Data Center Operations, and other operational departments within Apptix.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

 Interview, select and maintain a high performance staff.  Develop agents in the areas of:  Delivering exceptional customer service, Monitoring performance, and identify training requirementsEstablish quality standards and ensure adherence across staffEstablish means to improve productivity guidelines and successfully implement within the staff to allow for tangible improvements.Operate and maintain the service management platform which includes a variety of ticketing platforms, phone system administration & online portals used by the support staff and the Apptix customer base.  Provide management with daily, weekly, monthly, and adhoc performance reporting.  Maintain proper shift coverage at all times Meet or exceed all customer Service Level Agreement.Provide Leadership and teamwork in a fast-paced environmentIdentify improvement areas and develop appropriate action plans to improve over-all performance and moralePerform daily management activities which includes: conducting performance appraisals, provide ongoing coaching and ensure team objectives are being metAssist in setting and achieving customer service objectives

 

EDUCATION and/or EXPERIENCE

1.  BS/BA or equivalent educational experience

2.  Minimum 5 years management experience, in a call center or technical helpdesk environment

3.  Demonstrated ability to lead a technical support team.

4. Minimum 7 years technical experience, preferably in a hosted application company

5.  Excellent analytical and  problem-resolution skills

6. Strong knowledge of call center methods and technology

7.  Strong communication skills; both verbal and written

8.  Experience working with remote support centers and business offices

 

Please send salary requirements.