Manager, Customer Service

Manager, Customer Service

North Richland Hills, United States of America

WHAT YOU WILL BE DOING

USA Job Function Description: Acts as first point of contact for consumer and business clients. Assists clients with resolving product, service or account issues, opening or closing accounts, processing transactions, logging requests, and escalating complex issues to the appropriate team for timely resolution. Sells targeted products/services as part of client-initiated interactions. Responsible for maintaining operational integrity. Essential Functions/Responsibilty Statements: Provides ongoing operational development, leadership, coaching and training to front line Customer Service representatives. Organizes daily work flow and appropriate staffing for Customer Service team. Coordinates and manages the implementation of major initiatives impacting customers and the Customer Service team. Leads initiatives for customer service including risk mitigation, operational quality and continuous improvement. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education: Bachelor's Degree or equivalent work experience Work Experience: 5-9 years ; Management/leading of a Customer Service/ Customer Support function. Skills and Abilities: Practical knowledge of Customer Service best practices, identification, resolution and implementation. Ability to build relationships and trust with team members and customers. Ability to develop goals and consistently seek learning opportunities in order improve. Ability to convey a sense or urgency and drive. Ability to make effective decision making on complex matters. Ability to multi-task and meet strict deadlines. Ability to lead, influence and direct peers, subordinates and management. Diversity & EEO Statements: At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law. Working Conditions: Frequent Minimal physical effort such as sitting, standing and walking. Occassional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders. Employer Rights: Employer Rights:This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate at any time for any reason.

WHAT WE ARE LOOKING FOR

EXPERIENCE

EDUCATION

Bachelor of Science (BS)

COMPETENCIES

Bachelor of Science (BS) English

Primary Location: North Richland Hills, Texas, United States of America

Other Locations: Texas-North Richland Hills

Organization: Santander Consumer USA Inc.