Customer Service Manager

Oxford Global Resources; Morrisville (NC); On-site; USD 66,000 - 88,000; Full time

Benefits offered by this job

Supplemental medical plans

Dental, vision, life, and disability

401(k) Retirement Savings Plan

Paid holidays and sick leave

Job summary

Oxford Global Resources seeks a dedicated customer service professional to maintain satisfaction by solving problems and effectively managing staff. You will recruit, orient, train, assign, coach, and evaluate team performance while aligning service delivery with strategic goals.

In this role you will forecast requirements, prepare budgets, monitor expenditures, and drive continuous improvements in processes and metrics.

Qualifications

• Customer service experience required and strong help desk skills.
• Experience in staff recruitment, training, and performance coaching.
• Ability to plan budgets, forecast requirements, and monitor expenses.
• Analytical mindset with focus on process improvements and standards.

Responsibilities

• Maintains customer satisfaction by providing problem-solving resources; managing staff.
• Achieves objectives by forecasting requirements; preparing budgets; monitoring expenditures.
• Implements service standards; resolves problems; drives continuous improvement.
• Provides help desk resources and technical advice to improve operations.

Skills

Customer Service

Process Improvement

Decision Making

Managing Processes, Staffing, and Plan

Tracking Budget Expenses

Analyzing Information

Developing Standards

Help Desk Experience

Job description

Summary:

Maintains customer satisfaction by providing problem-solving resources; managing staff.

Project Details:

Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Accomplishes information systems and organization mission by completing related results as needed.

Job Experience:

• Customer Service
• Process Improvement
• Decision Making
• Managing Processes, Staffing, and Planning
• Tracking Budget Expenses
• Analyzing Information
• Developing Standards
• Help Desk Experience
• Hourly Rate: 48-64

Equal Employment Opportunity:

Oxford is an Equal Employment Opportunity Employer. All qualified applications will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Oxford will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

Benefits:

• Oxford provides supplemental medical (we do not offer major medical), dental, vision, life, and disability benefit plans along with a 401(k) Retirement Savings Plan.
• Paid holidays based on eligibility and paid sick leave for applicable jurisdiction, as required.

Accommodation:

Oxford is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please email [e-mail]. We will make a determination on your request for reasonable accommodation on a case-by-case basis.