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Become A Customer Service Team Manager

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Working As A Customer Service Team Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $66,000

    Average Salary

What Does A Customer Service Team Manager Do At Carmax

* Supervise, develop and motivate non-exempt associates.
* Resolve elevated customer issues/inquiries/disputes that require resolution/decisions outside of policy via phone.
* Create and approve incentive plans to motivate associates to achieve goals.
* Track, measure, and process incentives for payments.
* Review associate schedule requests and analyze associate coverage to ensure scheduling meets required business needs.
* Conduct live or recorded phone monitors/account audits to evaluate quality of service provided and compliance with company policies.
* Complete month end reviews with Sr.
* Specialists, and Specialists to provide performance feedback.
* Oversee and/or conduct associate technical training and educate associates regarding CarMax philosophies.
* Recruit, interview, make hiring decisions and extend employment offers.
* Complete annual Associate Performance Reviews and develop/review associate individual development plans.
* Analyze and track department trends based on data/reporting and recommend/implement policy and procedure updates or changes.
* Ensure associate compliance with company policies and procedures.
* Participate in creating department goals and execute strategies to improve performance and drive associate engagement

What Does A Customer Service Team Manager Do At Liberty Mutual

* Working with Resource Management, ensures adequate staffing to meet business needs for the call center operation and that the staff meets and maintains Property/casualty licensing and continuing education requirements on a proactive basis.
* Responsible for management functions within the teams to include performance evaluations, establishment of objectives, recommendations for promotion, disciplinary actions, and selection of new hires.
* Conducts quarterly performance reviews.
* Manages salary and budget allocations for team within Personal Market and Corporate guidelines.
* Supports, monitors and communicates results of Incentive Programs.
* Responsible for the identification and rollout of new initiatives and will provide technical guidance as required.
* Resolves complaints, problems and coverage questions, which cannot be handled by the Supervisors.
* Works closely with the Service Assist Team and Customer Care Unit to resolve escalated policyholder complaints.
* Develops and maintains strong working relationships with other operational departments to ensure customer satisfaction.
* Provides on going training and coaching to ensure employee development on exceptional customer service skills and communicates corporate/departmental policies, objectives and procedures to the team.
* Oversees the technical training on Personal Market Systems and procedures regarding all 50 states.
* Prepares staff for increased responsibility through delegation and training.
* Manages 75
* front line staff members and their supervisors

What Does A Customer Service Team Manager Do At U.S. Bank

* Responsible for managing and directing a staff of approximately 15
* Service Advisors.
* Motivating and educating staff to deliver on departmental customer satisfaction results and performance goals.
* Developing strategies and processes for interacting with customers to improve their experience.
* Participating in the development and enhancement of general processes and/or coaching procedures that will support company service and revenue generation goals.
* Interacting with internal departments to ensure the customers' and employees' needs are met.
* Developing, supporting and mentoring team members through the use of call monitors, team huddles, and monthly employee development plans, ensuring the feedback provided through these tools is accurate, complete, professional, timely, and provides the feedback and guidance necessary to ensure team members meet their goals.
* Recognizing, rewarding, and celebrating the successes and accomplishments of team members through the appropriate channels; and successfully fielding and finding resolution to customer escalations.
* Taking incoming customer calls as required.
* The scheduled shift for this position is 3:00pm
* am.
* Explore your career possibilities at U
* S. Bank and join a company that’s as passionate as you are about helping our customers meet their goals and making a difference in the communities we live and work.
* Our industry-leading financial performance, innovative spirit and best-in-class reputation empower employees to succeed.
* U.S.
* Bank is an equal opportunity employer committed to creating a diverse workforce.
* We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors

What Does A Customer Service Team Manager Do At Carmax

Supervise, develop and motivate non-exempt associates

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Help others decide if this is a good career for them

Average Length of Employment
Team Manager 3.0 years
Team Supervisor 2.9 years
Top Careers Before Customer Service Team Manager
Cashier 4.1%
Manager 3.6%
Internship 2.9%
Supervisor 2.5%
Top Careers After Customer Service Team Manager
Team Manager 12.2%
Manager 9.8%
Cashier 4.2%

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How Would You Rate The Salary Of a Customer Service Team Manager?

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Top Skills for A Customer Service Team Manager

  1. Customer Service
  2. Performance Reviews
  3. Corrective Action
You can check out examples of real life uses of top skills on resumes here:
  • Direct supervision of the Customer Service Team including coaching, developing, performance evaluations and maintaining customer service levels.
  • Performed routine performance reviews of call quality schedule adherence, availability, and customer feedback results.
  • Administer performance management by diagnosing improvement opportunities providing effective feedback, professional development and corrective action plans.
  • Administered Customer Service/Human Resources policies and evaluated performance management of associates.
  • Managed 16-20 Technical Support, Order Entry and Contracting Advocates to give focused support to Key accounts for multiple sales territories.

Customer Service Team Manager Demographics

Gender

Female

48.7%

Male

41.5%

Unknown

9.8%
Ethnicity

White

61.1%

Hispanic or Latino

17.6%

Black or African American

11.3%

Asian

6.6%

Unknown

3.4%
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Foreign Languages Spoken

Spanish

95.2%

Italian

4.8%

Customer Service Team Manager Education

Schools

University of Phoenix

33.9%

Liberty University

5.5%

Ashford University

4.7%

Ohio State University

4.7%

American InterContinental University

3.9%

Johnson & Wales University

3.9%

University of Louisville

3.9%

Florida State University

3.9%

Norfolk State University

3.9%

University of New Mexico

3.9%

University of South Florida

3.1%

University of Central Florida

3.1%

University of Maine

3.1%

Strayer University

3.1%

Kaplan University

3.1%

University of North Carolina at Greensboro

2.4%

University of North Texas

2.4%

Xavier University

2.4%

Middle Tennessee State University

2.4%

University of Texas at Arlington

2.4%
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Majors

Business

43.4%

Accounting

5.8%

Psychology

5.4%

Communication

4.6%

Human Resources Management

4.6%

Management

4.0%

Liberal Arts

3.0%

Political Science

3.0%

Computer Science

2.8%

English

2.8%

Marketing

2.6%

General Studies

2.4%

Nursing

2.2%

Criminal Justice

2.2%

Finance

2.2%

Health Care Administration

2.0%

Education

1.8%

Project Management

1.8%

Computer Information Systems

1.8%

General Education, Specific Areas

1.6%
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Degrees

Bachelors

45.6%

Other

22.0%

Masters

13.4%

Associate

13.1%

Certificate

3.2%

Diploma

1.5%

License

0.8%

Doctorate

0.3%
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