CSR/Call Center Manager: (Technical/Mechanical Troubleshooting)

The ideal candidate will have some supervisory experience, (will manage 6 people) and will have technical troubleshooting experience (preferrably from a lens, copier or medical equipment manufacturer)

Responsibilities include Managing the daily activities of the Technical Service Center and Customer Care Representatives with a primary responsibility to provide phone support and order processing to internal and external clientele. The successful candidate will develop the strategies, tactics, processes and procedures to ensure the ultimate in customer care and satisfaction.

Candidate will be accountable to contain and manage costs to budget and implement a long-term plan for revenue-generating services. As the organization grows, you will assist the VP of Client Services in the implementation of quality systems and the appropriate procedures to support the business needs.

SOME OTHER ESSENTIAL DUTIES & RESPONSIBILITIES:

Establish metrics and implement processes to measure customer satisfaction, customer complaints/repeat technical service issues and effective customer call routing and call closure rates.

Establish and oversee the Technical Service Center to ensure accurate and timely call routing, as well as, the ability to track calls and ensure call completion.

Create workforce management forecasts/staffing analysis and scheduling.

Monitor quality of support and client satisfaction via surveys and direct communication.

Responsible for hiring, training and development of all Technical Support and Customer Care Representatives.

Motivate, organize and encourage teamwork!