Customer Service Manager (Debt Settlement)

$75,000 - $85,000/Yr

Alleviate Financial Solutions - Irvine, CA

Full-time - Mid Level

Irvine, CA

251-500 employees

Professional, Scientific, and Technical Services

About the position

We are seeking a compassionate and experienced Customer Service Manager to join our team at Alleviate Financial Solutions. The ideal candidate will lead with empathy, prioritizing the needs and concerns of both customers and team members. Your ability to build strong, trusting relationships will enhance our customer experience and drive team success. If you are passionate about customer service and thrive in a collaborative setting, we would love to hear from you! At Alleviate, we are on a mission to transform lives by providing effective debt relief solutions. Our team is dedicated to helping individuals and families regain control of their financial future. We are seeking caring & empathetic individuals to join our dynamic team and make a real difference in people's lives. Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 400 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth. We are currently investing heavily in marketing and technology to actualize our vision of becoming the next-generation financial services Company, taking people from debt to WEALTH. Our headquarters is located in the heart of Orange County's booming business and finance district, featuring a state-of-the-art office with various amenities to support our employees throughout their workday. As a Customer Service Manager, you will be responsible for overseeing Client Success Supervisors and subsequent Associates, coaching them to achieve goals and set expectations. You will monitor daily and monthly performance, assist in managing the Client Success Call Center, and resolve client challenges as necessary. Your role will also involve promoting an environment of collaboration and continuous improvement, ensuring that both employee and client experiences are enhanced.

Responsibilities

• Oversee Client Success Supervisors and subsequent Associates.
• Coach Client Success Associates to achieve goals and set expectations.
• Monitor daily and monthly performance of individual associates, Supervisors, and the overall department.
• Monitor the phone dashboards and queues to observe performance and productivity in an effort to provide real-time feedback and supervision.
• Assist in managing the Client Success Call Center, including staffing, scheduling, and coaching.
• Reinforce policies and procedures and meet daily, weekly, and monthly deliverables.
• Interview and make hiring decisions of new Client Success employees.
• Provide support and coaching to new hires following the training period on various topics.
• Help in generating and maintaining EOD/EOM reports and various reporting expectations as assigned.
• Manage performance of Client Success Associates, including attendance, productivity, and conduct.
• Resolve client challenges and directly address escalated client concerns and complaints.
• Communicate all company and job-related information and changes to department staff members.
• Keep the Director of Client Success apprised of department performance and staffing needs.
• Promote an environment of collaboration internally and externally.
• Oversee client files, ensuring they are handled with attention to detail.
• Collaborate with internal and external Leadership to reinforce SOPs.
• Cultivate a supportive culture and offer guidance to improve employee experience.
• Provide recognition for employees' productivity and performance.
• Assist in handling disciplinary actions and provide resources for performance improvement.
• Work with the Retention & Escalations department to assist with escalated needs.
• Continuously seek and implement new initiatives to improve department efficiency.

Requirements

• Minimum of two years of Leadership experience in a Call Center environment or leading a customer-focused team.
• At least five years of experience in a Call Center environment.
• Strong understanding of call center and customer service metrics.
• Experience with cloud phone systems and CRM software.
• Excellent problem-solving skills and time management abilities.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to work well in a dynamic, fast-paced work environment.

Nice-to-haves

• Experience in a fast-paced growing environment.
• Strong interpersonal skills to build relationships with team members and clients.

Benefits

• Disability insurance
• Dental insurance
• Paid time off
• Employee assistance program
• Vision insurance
• Opportunities for advancement
• Paid sick time
• Health, dental, and vision benefits available after 30 days of employment
• Ancillary benefits including legal services
• 80 hours of PTO, 40 hours of Sick Pay, and 2 Health & Wellness Days
• Paid holidays
• 401(k) that can be elected from day 1 of employment