Customer/Call Support Manager

Akkodis is seeking a Customer/Call Support Manager for a full time direct hire job opportunity with a client located in the Greater Philadelphia PA area. The Customer Support Manager will oversee and assist customer support employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Salary Range: $60-65K and a competitive benefits package

Please note: This is not a C2C opening

Customer Support Manager - job responsibilities include:

• Oversee the day-to-day operations and performance of the Support Team.
• Provide expert technical support to dealers and end users.
• Hires entry-level customer service employees.
• Provide direct supervision of the technical support staff which may include schedule creation / adherence, discover training needs / provide coaching, and disciplinary actions.
• Trains new employees in the company’s customer service policies, procedures, and best practices.
• Handles discipline and termination of employees as needed in accordance with company policy.
• Monitors and reviews calls or other correspondence between representatives and customers.
• Ensures that representatives are informed about changes to company products and services.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Support or other appropriate staff.
• Provide support where needed for both internal and external customers.
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
• Monitor team performance and conduct quality control to reduce errors.
• Be the point of contact when it comes to escalations.

Required experience includes:

• 3-5 years of prior Customer.Call Support Management experience.
• Supervisory, hiring, training and team management of customer service representatives.
• Excellent communication and team collaboration skills.
• Ability to professionally communicate with customers over the phone and in written communication.
• Must have extensive computer hardware and software knowledge.
• Ability to proficiently troubleshoot technical hardware issues.
• High attention to detail with the ability to learn on the fly.
• Friendly professional personality with ability to keep composure during difficult calls.
• Experience with Salesforce a plus.
• Bachelor’s degree preferred.

If you are interested in this Customer Support Manager job in the Greater Philadelphia PA area, then click APPLY NOW. For other opportunities available at Akkodis go to www.akkodis.com. If you have questions about the position, please contact Barb Heath at 610-548-7317 or barbara.heath@akkodis.com.

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State or local law; and Holiday pay upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs which are direct hire to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.modis.com/en-us/candidate-privacy.

The Company will consider qualified applicants with arrest and conviction records.