Administrative Skills, Communication Skills, Contract Management, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Service Management, Customer Support/Service, Employee Relations, Establish Priorities, HRIS/HRMS, Human Resources, Human Resources Processes, Maintain Compliance, Microsoft Office, Onboarding, Organizational Skills, People Management, Presentation/Verbal Skills, Problem Solving Skills, Sales, Salesforce.com, Time Management, Training/Teaching, Writing Skills
Position: Customer Support Manager
Reports to: Operations Manager
Job Summary:
The Customer Support Manager (CSM) is responsible for providing timely and value-adding customer service to customers including, but not limited to candidates, contract employees, clients and internal partners. This is a customer-facing role that will require ongoing support of customer interactions, problem resolution, and maintaining general office operations, via telephone, email, and in-person.
Supervisory Responsibilities:
- Oversee responsibilities of administration team
- Serve as liaison between field office producers and corporate teams and find opportunities to drive partnerships between the corporate and field employees
Duties/Responsibilities:
- Provide exceptional customer service to the internal team, clients, and contract employees.
- With assistance of office Directors, manage CSAs and Office Coordinators, including regular and annual performance feedback, time off requests, and training and development.
- Oversee and support CSAs and Office Coordinators with the candidate and client onboarding process to ensure compliance with state and federal requirements.
- Assist sales and recruitment teams, CSAs, and Office Coordinators with escalated contract employee questions or concerns.
- Provide education and accountability to field office producers around important processes, including timely new hire submittal, timely finish submittal, client onboarding, etc.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Experience with employee relations, human resources, payroll, and/or customer service.
- Thorough knowledge of business policies and human resource practices.
- Excellent people management skills.
- Ability to prioritize, organize, problem solve and meet deadlines and goals.
- Experience using a CRM system and HRIS, Salesforce a plus.
- Proficiency in Microsoft Office.
- Ability to communicate effectively and provide follow up.
- Excellent written and verbal communication skills.
- Strong decision-making ability.
- Ability to build strong partnerships with internal and external customers.
- Integrity and ability to maintain confidentiality and personal credibility.
- Ability to tackle complex issues and develop innovative, practical solutions.
Education and Experience:
- Bachelors degree preferred.
- 3-5 years management experience preferred.
Physical Requirement:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.