National Customer Service Manager

About the position

The National Customer Service Manager at PCs for People is responsible for overseeing customer service activities across multiple sites, ensuring high-quality support and resolving customer inquiries. This role involves managing a team of 12-15 members, focusing on performance metrics, team development, and enhancing the overall customer experience. The ideal candidate will thrive in a fast-paced environment and demonstrate creativity in workflow solutions while maintaining a personal touch in service delivery.

Responsibilities

• Provide day-to-day supervision of 12-15 team members using performance metrics to ensure compliance with company standards.
• Coach team members in training, communication, policy enforcement, and performance evaluation.
• Document 1:1s and hold direct reports accountable for attendance and performance expectations.
• Maintain Contact Center metrics for Calls Per Hour (CPH) and Emails Per Hour (EPH).
• Create and maintain call forecasting data for hiring and scheduling needs.
• Monitor queue SLA performance and make intraday adjustments as necessary.
• Handle escalated calls and customer complaints effectively.
• Answer client questions regarding program eligibility and services via phone and email.
• Engage with direct reports to provide guidance and support.
• Design and present work improvement and developmental opportunities for team growth.
• Improve the client experience by measuring results and driving necessary actions.
• Assist with individual and small group projects related to PCs for People services.
• Enforce policies and procedures of the customer service team.

Requirements

• High School Diploma or equivalent.
• 2+ years of experience in a team leadership or supervisory role.
• Excellent verbal and written communication skills.
• Strong interpersonal and customer service skills.
• Basic understanding of administrative and clerical procedures.
• Interest in computers, internet, and technology.
• Passion for making a positive impact in the community.
• Ability to work under pressure with grace.
• Self-directed and self-motivated with strong analytical thinking.

Benefits

• Full-time position with a salary range of $50,000 - $55,000 per year.