Customer Service Manager (CSM)

$40,000 - $60,000/Yr

Axiom - Miami, FL

Full-time - Mid Level

Miami, FL

Professional, Scientific, and Technical Services

About the position

The Customer Service Manager (CSM) at Axiom Payment Systems is responsible for leading the customer service team to enhance customer satisfaction and retention. This role involves developing strategies for customer engagement, resolving escalated issues, and providing technical support related to payment processing systems. The CSM will also oversee the use of CRM systems and analyze service metrics to recommend improvements.

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.