What are the responsibilities and job description for the Customer Service Manager position at Zito Media, LP?
Summary
Manage the day-to-day operations of the inbound call center, local offices and dispatch departments. Must be able to work across multiple organizations to bring issues to resolution.
Essential functions
- Achieve customer service objectives by preparing and completing action plans; managing production, productivity, quality, and customer-service standards; resolving problems; completing audits; determining system improvements
- Develop scheduling to ensure service level requirements
- Improves customer service quality results by studying, evaluating, and re-designing processes; managing service and quality metrics; monitoring and analyzing results; implementing changes.
- Work with marketing to develop initiatives to promote sales growth
- Ensure EEO compliance with all hiring decisions
- Develop and deliver tools and training to improve overall quality of the customer service organization
- Assist with product development by providing customer feedback, industry knowledge or buying patterns
- Maintain a professional attitude and appearance at all times.
- Must be prompt, punctual and have regular attendance.
- Perform other related duties and tasks as assigned or as become evident.
Required Skills:
- Minimum of two years of experience in cable/broadband industry required
- Minimum of five years of customer service management experience required with responsibility for at least 50 agents
- Must be able to work flexible schedule as needed
- Strong written and verbal communication skills
- Bachelor's degree in business or technical area preferred
Zito Media retains the right to change this job description any time. Zito offers a robust benefits package including medical, dental, vision, 401 (k) plan, and discounted services for employees who reside within the Zito coverage areas.
Zito Media is an equal opportunity employer which prohibits discrimination on the basis of race, color, religion, national origin, age or sex. The company encourages job applications from minority and female candidates.
Salary : $50,000 - $70,000
