Manager, Customer Support jobs in Lancaster, PA

Duties and Responsibilities:

• Manage third-party systems for national accounts as assigned, creating work

orders, and updating statuses

• Run daily open work order reports for assigned accounts and answer any customer inquiries, follow up on open work orders, and communicate updates found to Team Lead-Customer Support Specialist III
• Responsible for monitoring and responding to Facility Maintenance Inbox
• Answer inbound phone calls during high volume times
• Enter work orders in Clark Service Group’s proprietary software system, following each respective customer’s preference and account settings
• Complete daily quote follow-up assigned by Contact Center Manager
• Communicate effectively with internal and external teams to ensure accurate and timely expedition of customer requests
• Effectively manage general customer concerns in a professional manner, escalating more complex issues as needed
• Develop and maintain a high standard of proactive communication for assigned customer accounts
• Perform customer satisfaction surveys and follow-ups for key customer

accounts as assigned by the Contact Center Manager

• Grow assigned customer accounts by fostering strong, team-based relationships and establishing trust
• Perform other duties as assigned
• Promote positive work environment and company culture

Education and Experience:

• High School Diploma or GED
• 2-3 years’ experience in fast paced call center preferred

Job Qualifications:

• Working knowledge of third-party software systems frequently used by businesses in the hospitality industry, such as Corrigo, Ecotrak, and Service Channel
• Excellent written and verbal communication skills
• Positive solution-oriented individual
• Ability to multi-task
• Decisiveness and strong attention to detail
• Excellent organizational and problem-solving ability
• Ability to work occasional weekend on call shifts
• Experience working in a food service establishment (waitstaff, general manager, sous-chef, etc.) is a plus

Physical Demands:

• Able to sit for extended periods of time in front of computer
• Able to work overtime as needed to perform job duties
• Able to handle high stress situations

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

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

Shift:

• 8 hour shift
• Day shift

Work Location: In person