Customer Service Manager

VIS Group Inc; Lacey (WA); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Personal Time Off

Holidays

Sick leave

Family leave

Mileage reimbursement

Christmas bonus

Medical insurance

Dental/Vision insurance

Life Insurance

401(k) match

Job summary

VIS Group Inc in Lacey, WA seeks a Customer Service Manager to oversee daily customer service operations and lead a team of representatives. The role includes training, establishing processes, onboarding/offboarding, and resolving escalated issues to enhance service quality.

The ideal candidate will demonstrate strong staff management, exceptional communication, organizational and multitasking skills, and proficiency with Microsoft Office. This is an on-site, full-time role with benefits.

Qualifications

• Staff management abilities and leadership experience.
• Strong written and verbal communication skills.

Responsibilities

• Oversee day-to-day customer service operations and supervise representatives.
• Provide training and onboarding for new staff and ongoing development.
• Address escalated customer issues and track KPIs.

Skills

Staff management

Communication skills

Time management

Conflict resolution

Multitasking

Typing 40 wpm

Microsoft Office

Tools

Microsoft Office Suite

Job description

Customer Service Manager

VIS Group Inc Lacey, Other / Non-US, United States

About this position

Description:

Customer Service Manager performs day-to-day tasks within the customer service department and provides supervision, leadership and support to customer service representatives within the team. Primary responsibilities include, but are not limited to:

Customer Service Representative Duties

• Answers phone calls, voicemail and emails in a fast-paced environment
• Receives walk-in visitors and addresses issues/inquiries for resolution or refers to the appropriate department or individual.
• Receives payment of assessments and issue receipts.
• Sort, digitize, file, and distribute incoming mail, email and invoices to the appropriate department or individual.
• Provide general administrative support to office staff as needed.
• Perform all other office/work functions as deemed necessary.

Customer Service Manager

• Serve as the Customer Service Manager and provide direction, consultation, and support for Customer Service Representatives.
• Provide Customer Service training to new employees and ongoing training to current Customer Service Representatives.
• Create processes and procedures for Customer Service functions.
• Assist with client onboarding and offboarding processes related to customer service.
• Address escalated customer issues.
• Track Customer Service Department KPIs.
• Training/refreshing representatives on Customer Service SOP’s
• Managing assignment of Zendesk tickets to Customer Service Representatives
• Continuous effort to review and improve Customer Service processes.
• Supervise mail processes.
• Other Customer Service-related duties as assigned.

Job Requirements

• A professional demeanor and helpful attitude along with a desire to learn and work in a team environment
• Staff management abilities
• High level of organizational and time management skills
• High level conflict resolution abilities
• Exceptional communication skills, both written and verbal
• Punctuality, dependability, and attendance per working schedule required
• Prior experience in answering phone calls and greeting walk-ins desired
• Ability to multi-task, and prioritize multiple projects simultaneously in a fast-paced environment
• Extensive computer skills -- MUST be proficient in Microsoft Office Suite programs, and be capable of learning various other proprietary applications
• Typing speed of 40 wpm and higher
• Operation of general office equipment (printers, copier, scanner, fax, mail machine, postage meter, etc.)
• Physical ability to lift 30 lbs, repetitive bending/reaching, use stairs to go to the 2nd floor and perform tasks specified in this job description.

Benefits

• Personal Time Off (PTO) starting with 2 weeks increasing to 4 weeks based on tenure (full time).
• Days off during designated federal holidays per employee handbook, currently 10 (full time).
• Sick leave
• Family leave
• Mileage reimbursement per IRS authorized rate when travelling on business
• Christmas bonus based on your performance and company financial position
• Medical insurance (group policy with 75% coverage by company) upon completion of trial period
• Dental/Vision insurance (group policy with 75% coverage by company) upon completion of trial period
• Life Insurance (group policy with 100% coverage by company) upon completion of trial period
• 401(k) policy (group policy with up to 3% match by company) upon completion of trial period.

Salary Information

$23 - $26Hourly Wage