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Become A Customer Service-Call Center Manager

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Working As A Customer Service-Call Center Manager

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $31,740

    Average Salary

What Does A Customer Service-Call Center Manager Do At Kelly Services

* Provide Timely & accurate incoming customer order status & product knowledge requests
* Process customer orders/changes according to established department policies & procedures
* Process customer returns according to established department policies & procedures
* Work closely with the Credit Department to resolve disputed credit items
* Follow daily work plan & telephone schedule
* Record daily activity for scheduled calls
* Data entry of received customer orders
* Sell on going promotions endorsed by company
* Create & maintain goodwill with every customer

What Does A Customer Service-Call Center Manager Do At Comcast

* Works with senior management to improve the cost-effectiveness of the
* operations.
* Conduct and maintain regular sales channel analysis,
* reporting, and benchmarking for the purpose of continually improving
* sales productivity, cost per acquisition, and quality of sale.
* Motivates Representatives to achieve sales and compliance results;
* conducts both routine and unscheduled store visits and audits.
* Works
* with team to ensure excellence in customer service with every customer
* contact.
* Develop annual sales channel budgets and monthly forecasts for sales
* performance expectations, commissions, expenses, and other special
* projects.
* Coordinate with inbound sales and retention departments to leverage
* best practices for product positioning, sales presentations, promotional
* offer use, retention tools, and overall customer sales and service
* expectations.
* Develop and facilitate the use of coordinated, comprehensive, and
* effective sales collateral and POP display advertising to create a
* common and strategic customer experience in all Customer Service Center
* locations.
* Coordinate with Leadership & Development personnel to initiate and
* sustain effective sales channel training and development programs.
* Develop and implement regional sales incentives to meet and exceed RGU
* growth objectives.
* Manage compensation plan programs and implement
* changes to improve employee motivation and sales performance while
* controlling overall cost per sale.
* Evaluates current processes, procedures, and overall efforts for
* improvement and innovation.
* Communicates business initiatives, sales, service, performance
* standards, and goals.
* Follows and administers cash handling policies and procedures.
* Consistent exercise of independent judgment and discretion in matters
* of significance.
* Regular, consistent and punctual attendance.
* Other duties and responsibilities as assigned

What Does A Customer Service-Call Center Manager Do At Randstad

* Responsible for handling incoming calls from customers and placing outbound calls to meet sales goals and assist with loan questions
* Provides customer service with the objective of identifying sales opportunities
* Opens accounts and refers for other Wells Fargo products and entities
* Assists with questions regarding loans
* Builds rapport with customer by maintaining contact throughout the lending process
* MUST HAVES:
* years sales and customer service experience
* Ability to build rapport and build customer relationships

What Does A Customer Service-Call Center Manager Do At Total Transit

* The candidate must:
* Maintain excellent attendance and punctuality.
* Answer all incoming calls with approved scripting.
* Be dependable, courteous, and like helping others.
* Enter trip requests with accuracy.
* Provide exceptional quality of service and assist all customers.
* Answer all inquiry calls and research customer concerns.
* Check rates for potential passengers and provide general information on services.
* Stay current on all service policies, procedures and training updates.
* KNOWLEDGE

What Does A Customer Service-Call Center Manager Do At Benefis Health Systems

* Answers incoming calls and completes requests.
* Organizes calls and dispatches tasks in a timely fashion to clinical and non-clinical staff.
* Schedules appointments for assigned providers, departments, and services.
* Coordinates with departments in pursuit of timely scheduled patient appointments.
* Knowledgeable of and able to communicate with all departments and services available in the Benefis Medical Group.
* Promotes all provider practices and services in the Benefis Medical Group.
* Educates referring practices on standardized referral process.
* Obtains, enters and updates patient Protected Health Information in Electronic Health Record systems.
* Able to ensure patient health insurances are active, as well as interpreting eligibility reports in order to educate patients about their financial responsibilities.
* Satisfy requests and inquiries with superior customer service skills.
* Prioritizes work and provides prompt and efficient service.
* Maintains established hospital departmental policies and procedures, objectives, performance improvement activities, safety, environmental and infection control standards.
* Ability to deal with pressure to meet deadlines, flexible, organized, to be accurate, to handle constantly changing situations and to create a positive environment.
* Ability to deal with a variety of people, deal with stressful situations, and handle conflict.
* Communicates clearly and appropriately to healthcare staff, patients, and families.
* Refers patient problems and complaints to appropriate personnel.
* Knowledge of office equipment- telephone, copy machine, fax, paging system, and printers.
* Promptly reports incidents, unsafe conditions, and completes paperwork.
* Performs other related duties as assigned or requested.
* Demonstrates the ability to deal with pressure to meet deadlines, to be accurate, and to handle constantly changing situations.
* Demonstrates the ability to deal with a variety of people, deal with stressful situations, and handle conflict

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How To Become A Customer Service-Call Center Manager

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Customer Service-Call Center Manager jobs

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Customer Service-Call Center Manager Demographics

Gender

  • Female

    70.0%
  • Male

    27.7%
  • Unknown

    2.2%

Ethnicity

  • White

    78.5%
  • Hispanic or Latino

    13.1%
  • Asian

    6.4%
  • Unknown

    1.5%
  • Black or African American

    0.5%
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Languages Spoken

  • Spanish

    69.1%
  • French

    8.0%
  • Arabic

    4.6%
  • Carrier

    2.3%
  • Portuguese

    2.3%
  • Somali

    1.7%
  • Hmong

    1.1%
  • Armenian

    1.1%
  • Italian

    1.1%
  • Tagalog

    1.1%
  • Japanese

    1.1%
  • German

    1.1%
  • Persian

    1.1%
  • Korean

    0.6%
  • Indonesian

    0.6%
  • Thai

    0.6%
  • Filipino

    0.6%
  • Lingala

    0.6%
  • Navajo

    0.6%
  • Czech

    0.6%
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Customer Service-Call Center Manager

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Customer Service-Call Center Manager Education

Customer Service-Call Center Manager

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Top Skills for A Customer Service-Call Center Manager

CustomerServiceRepresentativesDataEntryInboundPhoneCallsCustomerSatisfactionGoalsCustomerServiceInquiriesCreditCardPaymentsOutboundCallsTechnicalSupportInternetHighVolumeCallsCustomerProductComplaintsCustomerInformationCustomerServiceCallsCustomerAccountsCustomerCareMedicareTroubleShootingTAccountInformationCustomerServiceSkills

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Top Customer Service-Call Center Manager Skills

  1. Customer Service Representatives
  2. Data Entry
  3. Inbound Phone Calls
You can check out examples of real life uses of top skills on resumes here:
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Utilized data entry skills to process mail orders.
  • Answered inbound phone calls and provided simply the best customer service to banking employees and external customers regarding financial transactions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.Verified and logged in deadlines for responding to daily inquiries.
  • Handled customer service inquiries including billing procedures and policies, provided technical support.

Top Customer Service-Call Center Manager Employers

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