Customer Service Manager

String LLC; Town of Florida (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

Ireland Pay seeks a Customer Service Manager to lead our customer success efforts and ensure world-class service and support. You will oversee issue resolution, act as the escalation point for complex concerns, and drive improvements throughFeedback analysis. Collaboration with Sales, Marketing, and Product Development will shape the customer experience.

You will maintain records, present performance metrics to senior management, and uphold quality standards and compliance across the team.

Responsibilities

• Oversee the resolution of customer inquiries, complaints, and issues in a timely and effective manner.
• Act as an escalation point for complex or escalated customer concerns, ensuring they are addressed promptly and to the customer's satisfaction.
• Collect and analyze customer feedback to identify trends and areas for improvement.
• Utilize data-driven insights to make informed decisions and implement improvements to enhance customer satisfaction.
• Collaborate with other departments such as Sales, Marketing, and Product Development to ensure a seamless customer experience.
• Provide insights from customer interactions to influence product/service improvements and development.
• Maintain accurate records of customer interactions and support activities.
• Prepare regular reports and present performance metrics to senior management.
• Ensure that the team adheres to company policies, industry regulations, and quality standards.
• Implement and monitor quality assurance processes to maintain service excellence.

Job description

Job Description

Company Overview:
Ireland Pay is a leading Merchant Services company dedicated to providing exceptional products/services and ensuring unparalleled customer satisfaction. We are committed to fostering a culture of excellence, innovation, and continuous improvement. As we continue to grow, we are seeking a dynamic and experienced Customer Service Manager to lead our customers' success.

Job Summary:
As a Customer Service Manager at Ireland Pay, you will play a pivotal role in ensuring our customers receive world-class service and support.

Key Responsibilities:
Customer Issue Resolution:
Oversee the resolution of customer inquiries, complaints, and issues in a timely and effective manner.
Act as an escalation point for complex or escalated customer concerns, ensuring they are addressed promptly and to the customer's satisfaction.

Customer Feedback and Data Analysis:
Collect and analyze customer feedback to identify trends and areas for improvement.
Utilize data-driven insights to make informed decisions and implement improvements to enhance customer satisfaction.

Cross-Functional Collaboration:
Collaborate with other departments such as Sales, Marketing, and Product Development to ensure a seamless customer experience.
Provide insights from customer interactions to influence product/service improvements and development.

Reporting and Documentation:
Maintain accurate records of customer interactions and support activities.
Prepare regular reports and present performance metrics to senior management.

Compliance and Quality Assurance:
Ensure that the team adheres to company policies, industry regulations, and quality standards.
Implement and monitor quality assurance processes to maintain service excellence.

Company Description

Ireland Pay is an industry leader in Point Of Sale (POS) and Mobile Solutions to handle all of your Merchant Processing needs. Our core belief is to continuously educate every merchant on how to make payment acceptance simple, safe, smart. Many merchants face enormous challenges when it comes to staying profitable in their own markets. Business, both large and small, have the concern that major companies are actively obtaining more and more market share.

In response, our clients must continually be evolving to attract and retain customers all the while ensuring they do not go beyond their limited budgets. This is where selecting Ireland Pay as their only payment processing partner can be extremely vital to the profitability of their business, so those entrepreneurs can focus on reaching their business’s maximum potential.

Ireland Pay provides merchants the ability to accept payments instantly, whether they are on-the-go, in-store, or online. The Omni-Channel cloud-based platform solution allows businesses to process via tablet, phone, computer, or terminal. Every transaction processed on the platform meets the highest and most strict industry security standards when it comes to point-to-point encryption (P2PE).