Customer Service Manager (CSM)

$40,000 - $60,000/Yr

Axiom - Mansfield, TX

Full-time - Mid Level

Mansfield, TX

Professional, Scientific, and Technical Services

About the position

Axiom Payment Systems is seeking a highly skilled Customer Service Manager (CSM) to lead their support team, enhance customer satisfaction, and drive customer retention. This role involves managing a team, developing strategies for customer loyalty, resolving escalated issues, and providing technical support related to payment processing systems.

Responsibilities

• Lead, manage, and inspire the customer service team to provide top-notch support and achieve customer satisfaction goals.
• Develop and implement strategies for customer retention, ensuring long-term loyalty and engagement.
• Resolve escalated customer service issues efficiently and professionally.
• Provide technical support for clients, troubleshooting issues related to our payment processing systems.
• Oversee and optimize the use of our CRM system to streamline customer interactions and maintain accurate records.
• Monitor and analyze customer service metrics, preparing reports and recommending improvements.
• Collaborate with other departments to ensure seamless customer experiences and address process improvements.
• Develop training programs for the team to enhance skills and knowledge.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• Fluency in English and Spanish, both written and verbal.
• A minimum of 5+ years of experience in customer service, with a strong focus on customer retention.
• Proven technical support skills, with the ability to troubleshoot and resolve complex issues.
• Strong knowledge of CRM systems (e.g., Salesforce, HubSpot) and best practices.
• Excellent communication, leadership, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to handle pressure and make sound decisions in a fast-paced environment.

Benefits

• Competitive salary and benefits package.
• Opportunity to work with a dynamic team in a growing industry.
• Supportive work culture that values innovation and collaboration.