DescriptionCrain Communications is looking for an experienced and dynamic Customer Service Manager to join the Corporate Marketing team. Your purpose is to deliver exceptional customer service by resolving customer inquiries in a courteous and timely manner, and soliciting customer feedback and input for the business. You will be responsible for the day-to-day management of Crain's customer service vendor to ensure that they provide quality and efficient customer service, and continuously improve strategies and operations.
Responsibilities
- Set the strategy, standards and goals for customer service at Crain across all channels - email, web and phone.
- Manage the vendor to meet these by providing daily direction and guidance. Set up and provide training.
- Be responsible and accountable for the vendor's performance. Ensure the vendor maintains and improves operations by monitoring system performance; identifies and resolves problems; prepares and completes action plans; completes system audits and analyses; manages system and process improvement and quality assurance programs; installs upgrades.
- Respond to customer service queries as needed.
- Set the rules for customer service reporting, including benchmarks, and create a feedback loop with the vendor to continuously improve service based on the data in the reports.
- Prepare weekly, monthly and quarterly performance reports for internal stakeholders.
- Partner closely with internal business and technology teams to make customer service a core part of customer acquisition and retention efforts.
- Meet financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Maintain professional and technical knowledge by tracking emerging trends and best practices in customer service to continuously improve the program at Crain.
Qualifications
- Excellent communication skills; customer service focus
- Minimum 7 years in a customer service role (or call center environment), including at least 3 years managing a customer service vendor or team
- Extensive knowledge of call center operations, including sales, training and quality assurance
- Ability to effectively operate within diverse, cross-functional groups in a fast-paced environment
- Strong project management, problem solving and process improvement skill set
This position is exempt under the Fair Labor Standards Act and is not eligible for overtime pay.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor s legal duty to furnish information.