Job Duties and Responsibilities

Establishes and communicates individual and team goals.
Participates with leadership on team strategy and goals; champion of new processes and projects.
Regularly provides associate performance feedback that is positive or constructive.
Takes initiative to promote a positive environment.
Hires and is involved with on-boarding new associates. Interview candidates for new hire consideration. Performs necessary disciplinary and personnel actions and maintains documentation.
Handles client issue escalations from TSRs when they cannot be resolved at lower levels.
Works closely with Development on internal projects such as site testing or client issues.
Follows-through on all critical inter-departmental escalations to ensure urgent client and product issues are dealt with appropriately and effectively.
Follows-up with clients on positive and negative feedback. Makes decisions regarding service recovery and expedites when necessary.
Performs other related duties as assigned.

Knowledge, Skills, Abilities

Exceptional Customer and Team management skills
Coaching/feedback, and conflict resolution skills essential.
People Management/Talent Development. Creates learning opportunities for the team to continually improve performance.
Uses judgment to determine the best way to resolve an escalated issue.
Continues to pursue and follow-up on escalations until they are satisfactorily resolved.
Accountable for delivering on service level, productivity, and quality objectives.
Attention to detail.
Committed work ethic.
Demonstrates empathy.
Ability to multi-task and prioritize multiple assignments
Ability to work independently while contributing to team goals
Strong verbal and written communication skills
Computer literacy, including internet applications and Microsoft Excel
Incident interpretation and analytical skills
Ability to remain calm in a stressful situation
Maintain security of confidential information

Desired Skills and Experience

Customer Service Manager

Vaco

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