Customer Service Manager

For more than a decade, Greenlink has helped business owners efficiently manage their employees by providing innovative, user-friendly, cloud-based HCM technology. Our highly experienced and talented team is committed to always putting our clients first, and exceeding expectations with our hands-on customer service. We are GROWING quickly and looking for exceptional, motivated talent to join our team!

Customer Service Manager

This position is responsible for managing the Customer Support Team and ensuring all responsibilities are handled within established process requirements. This role will ensure high levels of customer satisfaction and retention are achieved. Will oversee, implement, and maintain procedures while taking a hands-on approach to ensuring deadlines are achieved, which may require jumping in where needed with team responsibilities.

Does this describe you?

• Prefer projects over tasks?
• Somewhat autonomous and independent thinking?
• Great with people?
• People leader?
• Provides great customer service
• Do you have a somewhat high sense of urgency?
• Do you enjoy muli-tasking and tackling may projects?
• Do you have attention to detail, execution and follow through?

Essential Duties and Responsibilities

• Manage Customer Service team; provide guidance and assistance. Monitor team activities to ensure process compliance
• Meet required KPI - Call Metrics, Case Metrics, Retention, Client Satisfaction
• Assist in client issue resolution in a prompt, professional manner including follow-up
• Interact with customers to build customer loyalty through a positive experience
• Identify and create operating procedures to streamline processes and create consistency in processes
• Identify and implement methods used to retain clients
• System expert to be able to troubleshoot issues and support Team with client questions

Minimum Qualifications (Knowledge, Skills, and Abilities)

• 3 years of experience working for a Payroll Service Bureau
• 3 years of payroll and tax experience Create and conduct Team training programs for new and existing employees designed to address knowledge gaps and new process implementation a plus
• Must have prior management experience
• Proven leadership and teambuilding skills
• Exceptional customer service skills
• Strong analytical and problem-solving skills

• Excellent verbal and writing communication skills

• Able to work in a fast-paced environment
• Strong team player - able to jump in where needed

• Open to change, and adherence to established processes

Job Type: Full-time