Valued Relationships, Inc Hiring for Technical Customer Service Manager Job at Remote Full Time

Responsibilities:

• Provide daily direction and communication to employees so that Technical Care team calls and tickets are answered in a timely, efficient, and knowledgeable manner.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Create and maintain high quality work environment so team members are motivated to perform at their highest level.
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.
• Develop and manage issue notification and communication process across the company.
• Provide continual evaluation of processes and procedures. Suggest methods to improve department operations, efficiency, and service.
• Ensure that Phone Queue metrics, Service Level Agreements and Key Performance Indicators are met, and problems are escalated appropriately.
• Handle complaints/escalated issues and investigate, track and resolve customer concerns; identify trends, partner with device manufacturers, and implement solutions.
• Provide statistical and performance feedback and coaching on a regular basis to each team member and provide coaching to employees regarding work concerns or deficiencies.
• Other duties as assigned

Qualifications:

• Required High School Diploma or GED
• 2 years of related professional experience preferred
• Ability to work flexible hours and overtime when needed
• Self-motivation and the ability to work independently and with teams
• Proficient in the use of Word, Excel, Outlook, and PowerPoint
• Excellent oral and written communication skills
• Proficient in managing multiple tasks as the same time