Customer Service Manager
hace 6 días
As a Customer Service Manager at Asurion, you will be responsible for organizing and directing the daily activities of our tech support call center operation. You will build, manage, and coach teams of Representatives who are able to provide exceptional customer service, deliver consistent sales results, and execute tasks effectively.
The ideal candidate will have strong leadership skills, excellent communication skills, and the ability to motivate their team to achieve sales and operational performance goals.
Key Responsibilities:
- Manage and direct the daily activities and long-term success of Representatives through coaching, training, development, and performance management.
- Assign tasks, follow-up, answer questions, and give instructions as needed to meet customer needs.
- Drive sales, operational, and customer service metrics by motivating Representatives, holding them accountable for their performance, and providing consistent and targeted feedback.
- Use data to develop action plans for the team to drive sales and operational performance consistent with Asurion's Core Values.
- Maintain working knowledge of multiple hardware platforms, operating systems, and current product offerings to provide maximum support to Representatives.
We're Looking For:
- Bilingual in English and Spanish.
- Excellent interpersonal skills and ability to build effective relationships with direct reports and internal and external professionals.
- Ability to lead Representatives to success in call performance metrics and sales goals.
- Strong written and verbal communication skills.
- Ability to collect appropriate data and make decisions quickly.
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