Customer Service Manager

About KPaul:

KPaul is a Service-Disabled, Veteran-Owned Small Business: a VAR (Value-added reseller) and a government contract holder, specializing in the procurement of Office, Medical, Industrial and a wide range of IT solutions to the federal government and commercial markets.

Established in 2005, We strive to join forces with the greatest players in the industry to provide our customers with the best quality products and services at competitive prices. Besides hiring the best and brightest talent, we aim to create a workspace of ambitious and diverse team members to help us create better services and products for our federal clients.

KPaul is looking for a Customer Service Manager to help improve our reputation and reliability by resolving customer issues in a timely manner while continue to build relationships. The customer service manager is responsible for managing customer service agents and monitoring their performance while still providing excellent service to the customer. In this role, you will schedule agents, assistants, and representatives, resolve emergency issues, provide training for new employees, and handle service issues beyond agent capability. You will also be required to meet all customer and company expectations.

This is an office/warehouse environment located in the PK100 area of Indianapolis, IN.

Responsibilities:

• Supervising the daily operations of the customer service department
• Research strategies to further improve the customer experience
• Schedule calendar for agents and representatives
• Distribute agent and representative work
• Develop standards and procedures
• Document customer service discussions and actions
• Maintain accurate records and files of documentation
• Provide sales goals and encouragement to achieve goals
• Manage budget and expenses
• Set and maintain all customer service procedures and policies
• Address returns, refunds, credits, and shipping tracking numbers
• Record, organize, and file customer interactions and profile/account changes
• Provide resources for quality customer service
• Implement customer service strategies to improve quality of service
• Address and resolve team and customer conflicts
• Anticipate and resolve customer service issues
• Maintain a professional workspace and workflow
• Evaluate agent and representative performance

Skills:

• Leadership skills
• MS Office skills
• Previous experience in customer support, client services, sales, or a related field
• Excellent at communicating over the phone and handling phone systems
• Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Written and verbal communication skills
• Problem-solving skills
• Negotiation skills
• Patience, compassion and empathy
• A passion for customer satisfaction
• Time management skills
• Readiness to learn

Education/Qualifications:

• HS Diplomas required
• Preferably a B.A in Business Administration or a related field
• 3 years of experience supervising in a call center environment

KPaul is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or other protected status. KPaul is committed to providing jobs for veterans transitioning to civilian life.

Job Type: Full-time

Pay: $41,600.00 - $49,629.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
Social Distancing is available - low traffic office.

Ability to commute/relocate:

• Indianapolis, IN 46278: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Microsoft Office: 1 year (Preferred)
• Supervising: 1 year (Preferred)
• Call Center: 2 years (Required)

Work Location: One location