Customer Service Effectiveness Manager
- Ref:
283816
- Type:
Direct Hire
- Location:
New York, NY
- Industry:
Education
- Job Level:
Manager
- Pay:
$80,000.00 - $85,000.00
Opportunity Description
We are currently seeking a Customer Service Effectiveness Manager to fulfill an opening we have in the Education industry in New York, NY. In order to qualify as the Customer Service Effectiveness Manager, applicant must have excellent communication and analytical skills.
Company Information
Our client is a non-profit organization committed to the future of education. As a part of this company, you will be a part of a community that has dedicated their time and efforts to helping students in their studies.
Job Duties
- Working with the third- party partner to establish metrics to monitor and manage customer satisfaction, efficiency, and costs.
- Working with partner to identify actions and initiatives to improve customer satisfaction, efficiency, or costs, and ensuring these actions are implemented, as appropriate, in organizations and systems.
- Working with the production and customer experience teams to establish procedures, metrics, and KPIs that ensure a seamless and consistent customer experience.
- Working with the partner to monitor and engage the most efficient staffing at contact center; working with managers to recommend staffing and organization for escalated issues handled by the company.
- Making recommendations about changes in the level or type of service provided by the partner.
- Ensuring that training of new agents is done in an effective and efficient manner.
- Ensuring that new products and services are communicated to the partner, and that the partner’s agents are prepared to address customer inquiries about these new products and services.
- Mediating and recommending solutions to services or issues not anticipated in the agreement between the company and the partner.
- Making recommendations regarding the choice of systems that are used to transmit data between the company and the partner. Working with the IT department to communicate problems and inefficiencies.
Education
Bachelor’s Degree in related disciplines such as business, finance, statistics, IT, economics or purchasing.
Experience & Skills Required
- 5+ years of experience in support of customer service, vendor management, budget control, performance analysis and contract management.
- Strong interpersonal and relationship building skills with internal and external parties.
- Excellent communication and presentation skills.