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Manager Customer Support - Blythewood, SC

Job Description:

Summary

Manages customer support center specialists, representatives, and analysts activities. Ensures resolution of customer problems received via the telephone and/or Internet.

Essential Job Functions

  • Oversees the day-to-day operations of the customer support center operations.
  • Conveys customer feedback to product development staff in order to continuously improve client satisfaction.
  • Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume on any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i. e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
  • Manages customer support functional activities for products, and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources.
  • Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options.

Basic Qualifications

  • Bachelor's degree or equivalent combination of education and experience
  • Bachelor's degree in business management, computer science or related field preferred
  • Nine or more years of customer service or other telephone operations experience
  • Insurance Experience Preferred
  • Call Center Experience Preferred
  • Five or more years of leadership or supervisory experience
  • Experience working with the company's products and systems
  • Experience working with all customer support areas
  • Experience working with fax machines, computer software, and telephone technology

Other Qualifications

  • Strong business and analytical problem solving skills
  • Strong communication skills
  • Strong ability to multi-task and work independently

Work Environment

  • Office environment


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