Merchant Card Customer Service Manager manages a team of merchant card customer service representatives. Establishes service standards and monitoring processes to identify and resolve performance issues with team or service systems and procedures. Being a Merchant Card Customer Service Manager provides development and training that ensure the team is prepared to provide efficient service. Coordinates with other internal functions to provide any technical or other services that are needed. Additionally, Merchant Card Customer Service Manager recommends changes to products or services to fulfill customer needs and to address new or unmet business needs. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Merchant Card Customer Service Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. To be a Merchant Card Customer Service Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. (Copyright 2024 Salary.com)
Job Summary :
Serves as team Leader of the Customer Service area. Leads a group of associates performing customer service functions such as refunds exchanges price adjustments layaways etc.
Duties and Responsibilities :
Leads a group of customer service associates. Handles difficult nonrouting issues trains new associates and implements an ongoing training program for all customer service associates.
Ensures associates are aware of changes to store policies procedures etc. Provides input to associate work performance reviews keeps supervisor informed of status of work operations problems etc.
As required posts merchandise transfers and reports of goods received to ensure proper inventory balance.
Work is reviewed in terms of adherence to applicable procedures and efficiency of accomplishment of assigned customer services functions
Requirements
GENERAL EXPERIENCE
6 months responsible experience in clerical office or retail sales store work of any kind in which the applicant has demonstrated the ability to perform satisfactorily in the position to be filled.
AND SPECIALIZED EXPERIENCE
6 months progressively responsible experience in retail sales performing the kind of duties which constitute the principal work of the position to be filled.
SUBSTITUTION OF EDUCATION FOR EXPERIENCE
Study completed in a college university or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.
At any level specialized experience may be substituted for required general experience.
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