• Customer Service Manager-Call Center

    Job Locations US-OR-Portland
    Job ID 2018-1244
    Category
    Customer Service/Call Center
    Type
    Regular Full-Time
  • Overview

    The Customer Service Manager is responsible for planning, managing and directing the activities of the Pet Owner Care Team Call Center.  The Manager monitors, delivers and maintains the best possible high-standard level of service to all external and internal customers. The Manager is responsible for all Pet Owner Care Team activities which include: customer inquiries, complaints, appeals, policies and procedures, and compliance with State and Federal regulations.

    Responsibilities

     

    • Oversight of all activities for the POCT, as well as the personnel activities of hiring, performance review, discipline, training and staff development. Meets regularly with staff. Ensure high level of customer satisfaction and call quality; provide staff with feedback regarding performance metrics to include corrective action if necessary.
    • Responsible for coaching, mentoring, motivating and retaining staff.
    • Responsible for development and ongoing maintenance of policies and procedures related to the team’s Provides annual review of existing policies and procedures.
    • Facilitate regular meetings with POCT staff, including both individual as well as team meetings.
    • Responsible for development and maintenance of customer service and call center protocols and scripts.
    • Facilitate process improvement projects based on sound data analysis and maintain minimal key performance indicators.
    • Participate as a member of the management team.
    • Oversee POC training resources, working closely with the Training-Quality Assurance department to ensure correct training is delivered, measuring the success of the training program against POC department standards, processes and procedures.
    • Identify areas for improvement and work with the Practice Success and Support Managers to implement by handling customer problems, communicating internal information to upper management, coordinating employee activities, reconciling data, and researching ways to enhance services.
    • Facilitate data reporting both internal and external.
    • Manage day-to-day decision making related to budgetary items. Reports budget concerns to the Director of Customer Support.
    • Create educational opportunities for staff to foster professional growth and to bolster retention.
    • Communicate company goals to POCT members so every employee understands their role.
    • Conduct periodic surveys of customers and potential customers to ensure quality control.
    • Accomplish call center human resource objectives by working with HR department to select, orient, train, assign, coach, counsel, and discipline employees.
    • Oversee staff scheduling; communicate job expectations; plan, monitor, appraise, and review job contributions; enforce policies and procedures.
    • Other duties as assigned.

    ORGANIZATIONAL RESPONSIBILITY STATEMENT

    In addition to the job-specific responsibilities listed above, all employees are expected to support and model Vetsource’s Core Value Principles:  Do the right thing every time; Treat others the way you want to be treated; Embrace Change;  Be innovative; Get it done; Work hard, have fun!  Employees will be held accountable for knowledge and effective application of these principles.

     

    Supervisory Responsibilities:   

    • Oversight of all activities for the Pet Owner Care team, including conducting quarterly coaching conversations, including review of performance and goal setting for next quarter.
    • Discipline, training and staff development.
    • Meets regularly with staff.
    • Provide staff with feedback regarding performance metrics to include corrective action if necessary.
    • Responsible for coaching, mentoring, motivating and retaining staff.
    • Ability to work overtime as necessary to meet quotas and guide team.

    Qualifications

    Experience and Qualifications:

    • Have a genuine passion for providing excellent customer service.
    • Possess excellent customer service skills with the ability to effectively diffuse and resolve customer complaints.
    • Be innovative and embrace change.
    • Must be team-oriented, possess a positive attitude and work well with others.
    • Demonstrate de-escalation skills.
    • Exhibit a willingness to consistently take on new challenges.
    • Must be able to make sound judgement decisions and know when to ask their manager for assistance.
    • Must be innovative and have the ability to recognize and offer solutions for department efficiencies.
    • Facilitate process improvement projects with the team based on sound data analysis.
    • Proven ability to lead teams towards organizational goals with successful outcomes.
    • Strong communication and interpersonal skills with the ability to effectively listen and objectively communicate information in a clear, calm, and concise manner.
    • Strong conflict resolution skills.
    • Ability to partner with other team managers to identify and assist in enhancing departmental processes and procedures
    • Strong organizational and time management skills with ability to work independently.
    • Excellent writing skills with great attention to detail.
    • Self- motivated with a strong desire to learn new products and technologies.
    • Ability to work in a fast-paced, rapidly changing environment, with the ability to multitask.
    • Excellent computer skills are required; experience using email, instant message, Microsoft Excel, Microsoft Word, as well as the ability to learn how to navigate unfamiliar systems or programs quickly.
    • Ability to use multiple computer programs at once.
    • Attention to detail and accurate data entry in a fast-paced environment.

     

    Supervisory Responsibilities:   

    • Oversight of all activities for the Pet Owner Care team, including conducting quarterly coaching conversations, including review of performance and goal setting for next quarter.
    • Discipline, training and staff development.
    • Meets regularly with staff.
    • Provide staff with feedback regarding performance metrics to include corrective action if necessary.
    • Responsible for coaching, mentoring, motivating and retaining staff.
    • Ability to work overtime as necessary to meet quotas and guide team.

     

    Direct Reports:  Pet Owner Care Team supervisors, leads and representatives

    Education/Experience:

    • 5+ years’ Customer Service experience in a call center, veterinary clinic or retail pharmacy setting with progressive leadership responsibilities.
    • Bachelor’s Degree in Business Administration, Business Management or equivalent job related experience.

    Preferred Qualifications:

    • Veterinary experience
    • Bilingual

    Working Conditions:

     

    • Environment where dogs are present.
    • Working at a computer for long periods of time
    • Ambient noise – moderate
    • Call center environment

     

    Note:

    The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

     

    We offer a competitive benefit package including medical, dental, vision, Flexible Spending, Life, and 401(k). 

     

    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

     

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