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The Customer Advisor is responsible for providing outstanding customer service to customers by selling tires, road hazard and recommended services, benefits ...
The Customer Advisor is responsible for providing outstanding customer service to customers by selling tires, road hazard and recommended services, benefits ...
The Customer Advisor is responsible for providing outstanding customer service to customers by selling tires, road hazard and recommended services, benefits ...
The Customer Advisor is responsible for providing outstanding customer service to customers by selling tires, road hazard and recommended services, benefits ...
Apria Healthcare is the largest provider of home healthcare products and services in the United States, offering a comprehensive range of home respiratory therapy, ...
For your reference, we have included the original job posting below.
Customer Support Manager
Job Number:
43083321
Company Name:
Insperity
Job Location:
Irvington On Hudson, NY US
Job Category:
Customer Service
Customer Support Manager
Customer Support Manager
Job Code: 71968 Location: Irvington On Hudson, NY US Travel Involved: Job Type: Full Time Job Level: Experienced (Non-Manager) Education: Bachelor's Degree Skills: Category: Information Technology Position Summary:
About Flat World Knowledge:
Flat World Knowledge is a privately held young company that publishes “open” textbooks for the higher education market. Its’ focus on technology allows it to be an effective, yet disruptive competitor in the publishing industry. Flat World Knowledge’s textbooks are written by the world’s leading subject matter experts, are peer-reviewed and professionally edited. Educators have the freedom to use the books as-is or customize them to suit their unique classroom requirements. Students can access the books for free online, or purchase alternatives formats such in print, audio and download formats at a fraction of the cost of traditional textbooks. Students can also purchase a variety of study aids and have access to an online social learning platform that allows students to learn from each other as well as from the textbook.
Job Title:Customer Support Manager
Overview · Looking for an energetic and inspiring customer service leader who wants to manage a small but fast growing customer service team for a digital first college textbook publisher disrupting the traditional publishing industry · Candidate must be willing and able to roll up their sleeves and dig into day to day customer service activities while also be able to develop and execute on strategic customer service initiatives such as transition case management to and develop new, higher quality support strategy for key customer groups · Experienced in managing both internal and vendor based contact centers · Eager to work in a small but growing, fast paced company with an opportunity to shape the customer service experience and brand and to make a meaningful impact within the company
Responsibilities · Manage internal Tier 2 and external Tier 1 contact center teams ~3,500 contacts a month, supporting students, faculty and bookstore customers · Evaluate current and propose new contact center support strategy for faculty customers and execute in Summer 2012 · Assess current customer support processes and reporting and propose and document new work flows in preparation to transition to case management in Spring 2012 · Forecast, plan and adjust staffing needs weekly and manage to budget · Resolve customer escalations according to established polices and procedures while maintaining brand image. · Provide customers with pertinent product and/or marketing information. · Manage, develop, document and improve escalation policies and procedures · Develop and deliver customer support training to vendor partners and internal staff including refresher training of existing programs/processes and new product/process introductions · Ensure standardized call flows, scripts, and email templates through knowledge base maintenance and through monitoring emails, calls, and chats and offer coaching opportunities to staff and call center · Ensure consistent metrics, reporting, call/email/chat quality and customer care across call centers · Work effectively with our technical team and product managers as customer impacting issues arise. · Work collaboratively with our technical team to develop customer service improvements · Work with our print vendor customer service team to handle exception orders and introduce collaborative process improvements to improve the consumer experience · Work with our print vendor to monitor overall SLA adherence · Lead customer service improvement projects such as revamping on line self service knowledge base and contact options for customers, create customer survey and feedback programs Requirements
Qualifications * Bachelors Degree * 3 to 5 years previous experience * Experience managing internal as well as outsourced call centers * Call center training and coaching experience * Experience with a plus * Willingness to travel quarterly for vendor and partner site visits We are walking distance from the Irvington / Hudson Line
