Customer Service Team Lead & Coach

RRD; Manchester (CT); On-site; USD 79,000 - 126,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off

Tuition assistance

Parental leave

Job summary

RRD is seeking a Senior Customer Service Manager to lead and develop the day-to-day activities of the customer service team at our Manchester, CT facility. You will promote a balanced workflow, ensure coverage, and coach staff to meet performance expectations.

Responsibilities include conducting annual reviews, developing career plans, coordinating with internal and external customers, and driving process improvements with the Site Manager. Hours are 8 AM–5 PM.

Qualifications

• Bachelor's degree in discipline related to function of work with 5 years of related experience.
• 5 or more years of experience in managing/supervising a team.
• Advanced computer skills with MS Office (Outlook, Word, Excel, PowerPoint, Access) and Internet Explorer.

Responsibilities

• Lead, coach, mentor, motivate and inspire direct reports to achieve peak performance.
• Conduct annual performance reviews for direct reports in a timely manner.
• Ensure that career development plans are prepared, communicated, and maintained.
• Support all employment-related policies and procedures including the company's Aff
• Recommend changes for business objectives to meet customer and facility needs.
• Perform regular CSR job functions with regard to production.
• Attend daily production meetings and relate information to other team members.
• Monitor and support the team process in the Customer Service department.
• Assign workload to CSRs to avoid workflow bottlenecks.
• Plan for and determine backup coverage for vacations.
• Provide feedback to the Site Manager regarding team or individual issues.
• Provide on-the-job training on new or existing procedures for Customer Service team members.
• Provide hands-on support to the team members.
• Represent the organization to customers in a professional and helpful manner.
• Work with customers when appropriate on coordinating needs and resolving problems.
• Works with customers or sales representatives to procure work for the company.
• Communicate and share information on workflow, skill sets, and processes with other teams.
• Participate in process improvement initiatives as assigned by the Site Manager.
• Perform a variety of miscellaneous tasks as required.
• Responsible for training and supporting new and existing team members as assigned.

Skills

Leadership

Team management

MS Office proficiency

Education

Bachelor's degree in related field

Tools

Microsoft Office Suite

Job description

RRD is seeking a Senior Customer Service Manager to lead and develop the day-to-day activities of the customer service team at our Manchester, CT facility. You will promote a balanced workflow, ensure coverage, and coach staff to meet performance expectations.

Responsibilities include conducting annual reviews, developing career plans, coordinating with internal and external customers, and driving process improvements with the Site Manager. Hours are 8 AM–5 PM.