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Top 50 Customer Support Manager Skills

Below we've compiled a list of the most important skills for a Customer Support Manager. We ranked the top skills based on the percentage of Customer Support Manager resumes they appeared on. For example, 28.3% of Customer Support Manager resumes contained Customer Service as a skill. Let's find out what skills a Customer Support Manager actually needs in order to be successful in the workplace.

These Are The Most Important Skills For A Customer Support Manager

1. Customer Service
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high Demand
Here's how Customer Service is used in Customer Support Manager jobs:
  • Developed and monitored quality control procedures for team members to achieve customer service standards.
  • Created and managed customer service strategies oriented to reinforce and improve customer assistance.
  • Expressed superior customer service and organizational skills in a fast paced environment.
  • Managed Customer Support Team and implemented completely restructured customer service policies.
  • Interfaced with individual consumers to resolve escalated customer service issues.
  • Provided excellent customer services and ensured customer satisfaction.
  • Support CSR s in locating correct and appropriate program information for resolution of customer service calls.
  • Provided customer service by greeting and assisting customers and responding to customer inquiries and complaints.
  • Provide a variety of customer services to expand existing relationships and acquire new business.
  • Provide all customer service for the office while maintaining the accounts of every customer.
  • Managed a team consisting of 5 customer service representatives throughout my tenure.
  • Supervised customer service employees in a busy call center setting.
  • Obtained two job titles Customer Service Manager and Office Secretary.
  • Provided excellent customer service to over 350 residents.
  • Resolved the most difficult customer service situations.
  • Review customer service systems and provide recommendations for improved services for not only public relations, but for improved operational efficiencies.
  • Authored customer service manual for Loanio.com.
  • Provide customer service in the Deli, Bakery, Check Stands, Camera Bar, Wrangler, and Front Desk.
  • Served on the Your Opinion Counts committee and Customer Service Best Practices Team.
  • Exceed customer expecta ons by providing highest level of customer service.

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118 Customer Service Jobs

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2. Technical Support
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high Demand
Here's how Technical Support is used in Customer Support Manager jobs:
  • Resolved escalated Customer and Technical support issues, assessed validity of complaints and provided feedback to multiple teams within the organization.
  • Created technical support specialist and network operations center training documentation and guides, workforce management strategies, and disaster recovery plans.
  • Supervised and trained installers, coordinated installation activities and site survey requirements, provided technical support and scheduled resources.
  • Conducted detailed financial analysis and fleet trending to improve forecasting and technical support.
  • Minimized downtime, managing network issues for customer/technical support.
  • Performed Tier 1 and 2 technical support/troubleshooting, break/fix coordination, ticketing, and escalation working directly with senior engineering.
  • Handpicked to restructure inbound technical support call center to meet company's standards for quality assurance and customer satisfaction.
  • Provided all accounting, customer service, technical support, and break/fix coordination for up to 50 pay-as-you-go kiosks.
  • Provide systems monitoring and troubleshooting as well as technical support to our network main facilities at AT&T.
  • Reduced number of escalated TM1 support cases by providing second level technical support, working issues to fruition.
  • Supported and executed all troubleshooting attempts within the Customer Support, Technical Support and Motorola Account teams.
  • Provided Quality custom pieces, customer service and technical support giving advice on custom framing issues.
  • Manage multiple departments to include order processing, commissions, refunds, and technical support.
  • Managed up to 60 customer & technical support team members providing 24/7 support.
  • Provide technical support to customers with electrical and computer software issues.
  • Offered Help Desk Technical Support to sales and provisioning departments.
  • Liaised between call center technical support staff and installation staff onsite with new customer installations.
  • Established and managed Technical Support, Quality Assurance , and Shipping departments.
  • Managed a call center consisting of 65 technical support staff.
  • Provide technical support, application and installation assistance on a world wide level.

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3. Customer Support Representatives
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high Demand
Here's how Customer Support Representatives is used in Customer Support Manager jobs:
  • Managed team of 12 customer support representatives in a nonprofit credit counseling company handling debt management and repayment plans.
  • Tracked and managed the performance of assigned departmental productivity and quality targets for 15- 20 Customer Support Representatives.
  • Developed and administered self-study training, as well as testing and certification systems, for customer support representatives.
  • Maintain high quality of customer support representatives' performance by enforcing company policies, procedures and protocol.
  • Supervised daily activities of 4 customer support representatives and 7 repair technicians.
  • Mentored Customer Support Representatives in the delivery of formal and informal training.
  • Co-developed training material for customer support representatives to prepare for release readiness.
  • Engaged and motivated customer support representatives to increase productivity.
  • Interviewed and trained customer support representatives.
  • Created a training program for customer support representatives to increase understanding of complex, rapidly evolving products and services.
  • Managed a team of 10 customer support representatives, including seven offshore representatives in Bangalore, India.
  • Trained the Customer Support Representatives on first call resolution without the need for team lead intervention.
  • Provide supervision, coaching, guidance, performance reviews, and training of customer support representatives.
  • Recruited, hired, and managed staff of 20 customer support representatives and 2 supervisors.
  • Trained my group of 5 Chemists and 3 Engineers to become Customer Support Representatives.
  • Supported Sales Team with potential leads and assigned them to customer support representatives.
  • Manage staff of 4, 2-customer support representatives and 2 collection specialists.
  • Managed a team of 19 remote Customer Support Representatives.
  • Supervised up to 12 customer support representatives and monitored workflow to maintain effective communications and operations.
  • Managed five direct reports customer support representatives and three technical support representatives.

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4. ISO
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high Demand
Here's how ISO is used in Customer Support Manager jobs:
  • Conducted quality calibrations with QA Analysts and Supervisors across domestic and international call centers.
  • Created and delivered training for new supervisor position.
  • Direct liaison with pharmaceutical customer and web developers.
  • Isolate and identify areas of improvement.
  • Manage 30+ employees, including 7 Supervisors, helping customers on the telephone and through email to cost effectively reduce returns.
  • Created strong relationships with customers and mechanics to fulfill my job as a liaison between the company, customers and suppliers.
  • Developed procedures and policies and secured industry standard ISO 9001 certification, resulting in recommendation to become ISO Auditor.
  • Managed 12 Supervisors in Retention, Customer Service, Sales and Collections department across multiple locations and time zones.
  • Managed three departments consisting of three supervisors, fifteen clerical personal generating over $1 million annually.
  • Acted as a liaison between the company and those that have violated these specific terms.
  • Launched and implemented content management system (QuickMobile) to support the Customer Advisory program.
  • Served as the primary support liaison between the client and IMS for managed care services.
  • Obtained promotion from Technical Support Supervisor to Customer Support Manager in first 3 months.
  • Managed a staff of ~170 employees / ~11 Supervisors for the Customer Retention department.
  • Acted as Customer Support Liaison for customer visits to the EMC Executive Briefing Center.
  • Managed Customer Support Supervisors, Team Leads, and Call Center Trainer.
  • Acted as a liaison between customers and Area Service Managers.
  • Hire, train and supervisor Customer Support Administrators.
  • Recognized by Acer Information Services for training, managing and developing a young team of local supervisors.
  • Served as the Lead Tech Advisor, resolving complex IT issues while specializing in client solutions and workflow implementation.

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5. CRM
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high Demand
Here's how CRM is used in Customer Support Manager jobs:
  • Provided reporting on customer service performance to senior management using business intelligence, CRM data and surveys.
  • Piloted and achieved successful implementation of a global CRM application tool.
  • Contracted to create a Customer Service center equipped with processes, metrics, and accountability by way of redesigned CRM platform.
  • Tasked with complex upgrading, migrating and conversion of CRM software to more advanced and cost efficient web-based applications.
  • Evaluated, routed, and escalated service requests for technical support representatives handling Oracle Core CRM Tool.
  • Implemented Service Request tracking and management system using ClearQuest; now migrating to web-based CRM system.
  • Record names, addresses, source of learning about our company in Microsoft CRM.
  • Helped to integrate CRM tools and strategy into work practices and new desktop environment.
  • Direct customer relationship building through personal contact and use of CRM tools.
  • Led a company focus team to identify and select the CRM system.
  • Maintained Right Now Technologies CRM system, including attending seminars and conferences.
  • Maintain and enhance CRM for case management and knowledge base.
  • Utilized and updated the CRM on a daily basis.
  • Maintain and update our CRM as the data changes.
  • Maintained Company's CRM database.
  • Introduced Salesforce.com as primary CRM system for Lulu.com.
  • Facilitated CRM onboarding in addition to training new hires on Mainframe, XTRAC, and escalations/fraud.
  • Assisted in deployment of contact center technologies to include telephony systems and CRM platform.
  • Led the requirements analysis, selection and successful implementation of Siebel CRM software and Siemens ACD and IVR systems.
  • Prepared SOWs, RFIs, RFQs, and Acquisition Packages for help desk, CRM, ACD, and IVR technology.

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93 CRM Jobs

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6. Logistics
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high Demand
Here's how Logistics is used in Customer Support Manager jobs:
  • Managed aircraft delivery, in-service maintenance, logistics and supply chain management of twenty-six AAC customer fleets totaling fifty-six aircraft.
  • Monitored technician performance and dispatched reliable technicians based upon their skill sets and customer logistics.
  • Verified that external logistics providers met assigned tasks and followed proper regulation.
  • Helped fulfill customer orders and monitor business logistics.
  • Coordinated logistics to facilitate parts ordering and delivery.
  • Lead order fulfillment team which consisted of transportation coordinator, buyer, logistics personnel and supplier (s).
  • Manage all Training logistics including locations of classes, seating arrangements in the department, and organizing schedules.
  • Coordinated different projects in terms of products assortment, promotion, merchandising, logistics, and in-store activation.
  • Supported logistics across 230 separate base accounts and five Air National Guard accounts; supervised 16 staff.
  • Hire, train, develop, and motivate company drivers for Scheduling and Logistics Dept.
  • Reported directly to the VP Global Trade Logistics while managing fourteen team members.
  • Order equipment from our factories, and handle all issues relating to logistics.
  • Direct reports including of 1 Logistics Liaison Specialist and 5 local Distributors
  • Work closely with Logistics on railroad issues and quarterly carrier reviews.
  • Partnered with Sales, Supply Chain and Logistics on order release.
  • Scheduled and managed event logistics through Google Apps and WordPress.
  • Managed retail deliveries and shipments and coordinated all distance logistics including international..
  • Streamlined company workflow in conjunction with Plant Manager and Logistics Department.
  • Handled Sales & Marketing, Procurement and Logistics of specialized utilities to the UN and Local and International NGOs.
  • Directed and resolved logistics issues at the headquarter for four distribution sites.

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12 Logistics Jobs

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7. Customer Relations
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high Demand
Here's how Customer Relations is used in Customer Support Manager jobs:
  • Developed resources to identify and efficiently resolve equipment problems and maintain system operation for customers, resulting in improved customer relations.
  • Submitted car orders through Customer Relationship Management database including applying discounts and submitting profit margin for approval.
  • Established customer relationship management and sales experience by marketing long-tern service agreements via effective communication.
  • Advised and coached team on all aspects of customer relationship management and operations analysis.
  • Developed new customer relations through telephone contact and sales activity.
  • Demonstrated a systematic approach to problem solving customer relationship issues.
  • Cultivated strong, trust-based customer relationships through regular communications.
  • Develop and maintain customer relationships ensuring complete satisfaction.
  • Reported to the Global Sales Director, responsibilities include strategic planning, revenue growth, and customer relationship management.
  • Develop and execute account sales strategy for my assigned clients, manage sales and customer relationships with existing clients.
  • Served as customer relations focal and interface for Lockheed Martin Special Application and Air Mobility programs.
  • Maintain positive customer relationships in Beta phase of product launch.
  • Managed customer relations with sales reps across the country.
  • Develop strong customer relations with existing and new customers.
  • Oversee daily activities regarding employee and customer relations.
  • Managed customer relations with internal clients and vendors.
  • Trained 50+ employees on customer relations.
  • Handled bookkeeping, and customer relations.
  • Created employee performance and reward programs to enhance employee satisfaction and improve productivity and customer relations.
  • Managed customer relationships with strategic customers of Synovia directly.

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8. Process Improvement
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high Demand
Here's how Process Improvement is used in Customer Support Manager jobs:
  • Developed standardized operating procedures, measurements and process improvements to assist in aligning company's initiatives and operational goals.
  • Developed and implemented structured plan for recording and tracking all process improvement projects within the Customer Support Department.
  • Increased customer satisfaction by championing process improvement projects using lean methodologies which reduced transport time and errors.
  • Participate in Rapid Improvement Events utilizing problem solving methodology to drive process improvements throughout the organization.
  • Generated regular reporting metrics and used analysis to drive support members and process improvements.
  • Reviewed and revised internal process for process improvement and developed excellent supporting documentation.
  • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
  • Worked with Customer Support Manager to identify process improvements and staff incentives.
  • Gather Business Requirements for Sterling OMS business process improvements.
  • Fostered an environment which encouraged continual process improvement.
  • Facilitated training of process improvements.
  • Maintain goals and objectives for the department, manage reporting, and drive process improvements across the department.
  • Work with each vendor to identify process improvements and potential leaks in the revenue stream.
  • Trained staff on process improvement to provide excellent, consistent customer service.
  • Developed process improvements which decreased call center average handle time 20%.
  • Identified process improvements in the day-to-day functioning of the department.
  • Implemented $250K in Quality and process improvement project savings.
  • Implemented process improvements to increase sales and reduce operating costs.
  • Partnered across the organization to provide world-class customer service and ensure continuous process improvements.
  • Initiated and drove several product and process improvement efforts.

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2 Process Improvement Jobs

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9. Project Management
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high Demand
Here's how Project Management is used in Customer Support Manager jobs:
  • Provided LM requirements/oversight on the implementation of Asset Management, Work Order Management, Project Management and Warehouse/Inventory Management.
  • Performed project management functions for integrating internal ticketing systems and external customer support interfaces.
  • Project management of various consumer-related resources, including newsletters and consumer surveys.
  • Project management experience in software implementation.
  • Project management and deal management.
  • Included: project management of system implementations and conversions, QA testing, product development and documentation, end user training.
  • Coordinated 12+ in-house field technicians and up to 20 sub-contractors through break/fix life cycle and project management of new installations/upgrades.
  • Utilized project management skills to ensure accurate and timely products as well as inventory management of those products.
  • Define and maintain standards for project management and standardize the execution of projects within the organization.
  • Worked with project management teams to define work processes from sales to billing to support.
  • Oversee the conversion of quotes to work orders as coordinated with the project management team.
  • Coached and trained employees in project management, process improvement, measurements, and analysis.
  • Own project management for nationwide SW and HW deployments and other large scale projects.
  • Assist Project Management to resolve site issue for both hardware and software issues.
  • Support project management in creation of Sub Sales orders and tracking.
  • Owned overall responsibility for project management.
  • Co-led and provided project management support for Boeing 787 global fleet retrofit and upgrade campaigns.
  • Project Management amongst client and internal partners to resolve product and service issues.
  • Project Management - Led largest customer RFQ of 11,600 F-5 aircraft parts.
  • Project Management I was working in Sugon for 6 years.

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103 Project Management Jobs

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10. Customer Base
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high Demand
Here's how Customer Base is used in Customer Support Manager jobs:
  • Created and implemented driver/asset detention program to capture lost revenue and encourage more effective utilization of drivers/assets by customer base.
  • Develop, execute and optimize all marketing communications aimed at on-boarding and educating customer base.
  • Implemented strategies to successfully expand customer base and secure customer retention.
  • Contacted and maintained relationships with customer base.
  • Established solid business relationships with customer base.
  • Managed the fulfillment process of a bi-weekly and quarterly shipment of materials to a customer base of over 4000 users internationally.
  • Managed team of senior technical engineers in regional solutions center handling high-level specialized issues for customer base via CMS system.
  • Maintained existing customer base and grew new business by adding 4 new carriers and agencies within a 6-month period.
  • Led technology trials, IOT and launch of 3G packet core network across global customer base.
  • Served global customer base including customers in the U.S., China, Japan, and Europe.
  • Developed and maintained relationships with key accounts, increasing customer base by 30 percent annually.
  • Provided repair and technical support services for a broad and diversified customer base.
  • Achieved continue growth of customer base by 10% from year to year.
  • Execute customer touch program to follow up with current installed customer base.
  • Implemented marketing strategies which resulted in 10% growth of customer base.
  • Maintained and Increased customer base 75% in 5 years.
  • Maintain and grow existing customer base and manage churn.
  • Ensured our 11 million monthly customer base to increase.
  • Ensured that agents had all the materials and information required to provide a solid support experience for our customer base.
  • Identified new upsell opportunities by introducing new product lines to current customer base.

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11. New Product Development
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high Demand
Here's how New Product Development is used in Customer Support Manager jobs:
  • Initiated a unified technical communications and customer support focus within new product development of engineering through developing the parts service policy.
  • Developed specifications for new product development and enhancements based on input from customers, field service and quality engineering.
  • Managed sales forecasting, field tests and retailer trend analysis for new product development teams.

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12. Training Programs
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high Demand
Here's how Training Programs is used in Customer Support Manager jobs:
  • Developed key training programs for Market Partners, Customers and internal personnel reviewing both system and process information Program Manager.
  • Upgraded and expanded customer training programs for maintenance / calibration, and developed associated marketing collateral to grow revenue stream.
  • Developed training materials and conducted all training programs regarding Broadband over Power line product.
  • Developed printer and application training programs for technical support personnel.
  • Developed and implemented new-hire and recurrent training programs.
  • Revised and implemented advanced training programs.
  • Coordinated and conducted mass briefings for newly assigned officers participating in base training programs ensuring they were prepared for class.
  • Updated staffing model and revised training programs for support personnel, leading to a 4-percentage point increase in customer satisfaction.
  • Set individual and team goals and recognized training programs required to support continued growth and development of team managers.
  • Managed company training programs for employees by identifying training needs through auditing and phone monitoring.
  • Spearheaded training programs and technological improvements yielding a $1.5 million reduction in operating costs.
  • Mentor and train teammates through established training programs and adherence to global regulator authorities.
  • Introduced training programs that enhanced employee performance and provided consistency in call responses.
  • Develop training programs and materials for SugarCRM and new support staff preparation.
  • Created and implemented Customer Service training programs for all CSR's.
  • Established new and recurring training programs for team.
  • Provided and instructed structured training programs and courses.
  • Designed and customized training programs and seminars for end users, administrators and the New England Octel User Group.
  • Established training programs and trouleshooting guidelines for hardware and software product line.
  • Manage all personnel related programs and training programs Sharepoint Administrator, responsible for the maintenance of the unit sharepoint site.

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34 Training Programs Jobs

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13. Customer Retention
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high Demand
Here's how Customer Retention is used in Customer Support Manager jobs:
  • Designed, developed and delivered presentations to C-level executives on plans to revitalize customer retention operations.
  • Designed and implemented customer retention program during economic downturn for high-tech employee benefits company.
  • Participated in customer relations, customer retention, and production support initiatives.
  • Developed and managed a customer retention process.
  • Oversee customer contract management and customer retention.
  • Designed customer retention and save-sale program.
  • Managed all customer retention activities.
  • Increased company s average customer retention rate from 9% to 32% and doubled their lifetime value to the company.
  • Tracked and arranged payment plans with customers on active and charged off accounts which resulted in high customer retention and satisfaction.
  • Achieved over 40% sales growth of both product sets, through customer retention and developing new markets.
  • Provide customers with in depth product and program knowledge with an end goal of increased customer retention.
  • Collaborated with CEO and marketing team to increase customer retention and sales.
  • Conducted call center-wide training sessions for Customer Retention and Line Activation agents.
  • Define contact and content strategy for sales and customer retention.
  • Manage T-Mobile's customer retention program through various out-bound channels.
  • Analyzed product usage reports to ensure customer retention.
  • Climbed to highest department position in less than one year and increased company customer retention rate to 98%.
  • Exceeded expectations with customer retention in rough economy Responsible for incoming and outbound sales and cancel calls.
  • Manage both the Honda and Ken Garff customer retention and process improvement programs for the dealership.
  • Led all customer retentions and sales initiative's for high precision backend debt and tax litigation firm.

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6 Customer Retention Jobs

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14. KPI
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high Demand
Here's how KPI is used in Customer Support Manager jobs:
  • Created/utilized internal reporting processes to communicate performance in relation to KPI expectations.
  • Analyzed employee productivity and quality performance metric/KPI reports.
  • Strengthened and improved customer relationships with Sabre by approximately 30% through active customer engagement, training, and KPI analysis.
  • Directed global KPI/KSI initiatives, leading to higher customer retention and >$5 million in annual service revenue.
  • Increased productivity by 110% by deploying a global agent quarterly bonus incentive program for all KPI's.
  • Top 3 managers for 2012 in the support Organization based on manager scorecard KPI rankings.
  • Achieved program goals including service level agreements, KPI targets, and reporting requirements.
  • Designed reports to monitor and analyze KPI's and SLA's for departments.
  • Maintained KPI Metrics for Enrollments, Drops, Taxes and Billing/Remittance Issues.
  • Work with KPI's, hold daily safety meetings with staff.
  • Define standard KPI's, compensation plan and incentives within budget.
  • Developed KPI measurements for the phone system and field service.
  • Produce data for internal KPI's and Metrics.
  • Maintained targeted KPI on a regular basis.
  • Garnered relevant data and KPIs to author clear, concise reports presented to upper level management.
  • Set quarterly objectives, measured KPIs, and met monthly to review results and adjust.
  • Exceeded KPIs, improving booking accuracy and response time of 15-person regional customer service team.
  • Developed and maintain department KPIs.
  • Train new and existing agents on eCommerce technology, customer support software & processes, KPIs and reporting.
  • Developed and implemented a workflow foundation that has allowed the Support team to scale the frontline support operation while maintaining KPIs.

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15. Direct Reports
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average Demand
Here's how Direct Reports is used in Customer Support Manager jobs:
  • Complete timely performance appraisals for direct reports.
  • Managed and coached a team of 8 direct reports on both the Tier 1 and Tier 2 support teams.
  • Managed the 24/7/365 production support team of up to ten direct reports for The Clearing Corporation.
  • Completed performance evaluations on a regular basis to help direct reports reach their personal career goals.
  • Observe, evaluate, coach, develop and motivate 20 direct reports and 60+ indirect reports.
  • Managed the brokerage department with eight direct reports including one manager and 14 additional indirect reports.
  • Managed 65 direct reports including 3 team leaders in a Call Center of 400 reps.
  • Developed and managed a staff of 35 direct reports to support Emergency Room Radiology requests.
  • Managed a staff of over 60 employees, five direct reports and 55 indirect reports.
  • Clarified expectations for all direct reports and held them accountable for delivering on Customer 1st.
  • Implemented new streamlined processes for restructured team of 42 (4 direct reports).
  • Supervised 15 direct reports in Customer Service, Job Planning and Estimating departments.
  • Managed the activities of 80+ seasonal and full-time employees including four direct reports.
  • Managed three direct reports and directed the work of more than ten.
  • Hired and lead a Customer Support Center of 30 direct reports.
  • Involved in hiring, training, managing and promoting direct reports.
  • Managed organization of 23 direct reports, three different functional teams.
  • Cross trained 15 direct reports to ensure group coverage and consistency.
  • Coached direct reports through regularly scheduled 1-on-1 meetings.
  • Managed 7 direct reports and 89 subordinates.

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16. Customer Complaints
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average Demand
Here's how Customer Complaints is used in Customer Support Manager jobs:
  • Maintain customer satisfaction by overseeing customer complaints, service work contracts and special pricing requests including dealer relations.
  • Investigated, analyzed, and documented customer complaints and provided a professional and timely response / resolution.
  • Developed procedures and policies governing customer correspondence and the handling of customer complaints.
  • Supported continuous improvement initiatives with a goal of reducing incoming customer complaints.
  • Answer phone, customer complaints, data entry, routing driver route sheets, and anything else that is asked.
  • Monitor and keep record of internal customer survey score's and work with management to resolve customer complaints and issues.
  • Ensured there were no overdue items for the Customer Complaints department throughout 2007 and reviewed/approved Urgent-Serious complaint investigations.
  • Call Center Answer phones to respond to orders, general customer inquiries, questions, and customer complaints.
  • Interacted with customers regarding the pick-up of merchandise; handle customer complaints and find solutions.
  • Implemented web based problem solving system to assure timely corrective action for customer complaints.
  • Listened to and resolved customer complaints regarding services, products, or personnel.
  • Trained as ISO Auditor to monitor Customer Complaints and Corrective Action Reports.
  • Trouble shooting of import related problems including customer complaints and claims.
  • Identified and addressed problems in response to customer complaints and requests.
  • Answered client questions and was in charge of customer complaints.
  • Handled all customer complaints for sales and service department.
  • Ensured the timely closure of customer complaints.
  • Manage all customer complaints and claims for nine airports and resolve issues in a timely manner.
  • Resolve escalated customer complaints in a timely manner through survey, follow-up or face to face.
  • Service Managed/oversaw and maintained a front end operations Assisted with customer complaints of merchandise Maintained processing amounts of large cash flow

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19 Customer Complaints Jobs

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17. Internal Departments
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average Demand
Here's how Internal Departments is used in Customer Support Manager jobs:
  • Collaborate with resources across internal departments providing a single point of contact facilitating a quality experience all customer interactions.
  • Serve as customer resolution facilitator for escalated calls; operate as customer advocate to all internal departments.
  • Manage customer expectation while driving internal departments to resolve issues.
  • Developed relationships with financial firms and other internal departments.
  • Maintained working relationships with software partners, and internal departments including development, deployment, sales and marketing.
  • Coordinated across internal departments, IT, field sales, customer and third-party providers on each project.
  • Maintained effective working relationships with customers, sales personnel, internal departments, and subcontractors.
  • Provide responsive follow through, and an advocacy for client issues within internal departments.
  • Promote and assist in the collaboration between CS and internal departments.
  • Provided commercial support to customers, operators, and internal departments.
  • Finance: Designed new warranty format for dealers that allowed traceability of claims for multiple vendors and internal departments.
  • Act as primary point of contact for clients and Ilecs, clecs and other internal departments.

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18. Salesforce
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average Demand
Here's how Salesforce is used in Customer Support Manager jobs:
  • Record and track customer activity with SalesForce.com.
  • Update and maintain customer information in SalesForce
  • Utilize Sales bookings forecast and SalesForce.com to effectively track and manage accounts and activities of Inside sales team.
  • Utilize SalesForce database to retrieve and track lead activity and actions.
  • Redesigned Salesforce.com implementation to effectively manage support calls, maintenance contracts, organizational scheduling and maintenance visits.
  • Collaborated with management team to implement client-facing and internal improvements to the company s Salesforce interface.
  • Transitioned manual RFP processes to integrate with Salesforce.com and executed other less manual processes.
  • Use of in-bound call system and Salesforce to track and respond to client issues within or above specified guidelines.
  • Played a key leadership role to integrate 12 support teams by moving to standard processes and onto Salesforce.com.
  • Configured and used Salesforce.com's online CRM to track support issues for DBI products.
  • Updated and maintain Salesforce used for case tracking and assigning of customer projects.
  • Schedule and assign service engineers to backup and recovery Projects in SalesForce.
  • Integrated CRM system in Salesforce to acquire and track customer escalation data.
  • Created cases in Salesforce and sent reports directly to the client.
  • Monitored and developed reporting tools in Salesforce to track customer issues.
  • Act as Salesforce.com point of escalation for Plano office.
  • Well versed in Microsoft Outlook/Microsoft suite and Salesforce.
  • Helped implement Salesforce Service Cloud including Knowledge and was involved with the launching several Drupal websites for Marketing.
  • Drive Salesforce CRM through system enhancements to a robust world class customer serving tool.
  • Exhibited knowledge and management of CRM (Remedy, Vantive, Siebel, Salesforce.com).

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19. Account Management
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average Demand
Here's how Account Management is used in Customer Support Manager jobs:
  • Fostered and maintained cross-functional relationships with account management, implementation, development, sales and product management.
  • Account Manager, This position combines Account Management, Customer Support and Project Management responsibilities.
  • Created exceptional customer experiences for dealers/distributors and golf courses through proactive account management.
  • Streamlined operations by improving, and implementing new account management processes.
  • Provide Support Account Management to enterprise customers including weekly conference calls.
  • Resolve account management issues, providing strategic account interface.
  • Key account management responsibilities and results.
  • Account management and internal sales duties; covering the western US region and all International clients - over 200 individual entities.
  • Provided account management and consultative selling to direct business accounts JAM Productions, LIVE Nation and Chicago Stage production companies.
  • Streamlined support processes by working cross-functionally with other teams including Engineering, Sales Operations, Finance and Account Management.
  • Account management of UNIX based HL7 interfaced Patient Flow Data Management System product in a 24/7 support environment.
  • Commissioned system updates and scheduled upgrades to customers working closely with the Account Management team.
  • Provided technical support for remote access, account management, Microsoft applications and MACS.
  • Direct and drive Team performance for total account management, and Field relationship management.
  • Aligned with Project Management, Implementations, and Account Management to achieve customer success.
  • Account management included all communication, issue / project management, and training.
  • Provided account management and technical support for strategic B2B partners.
  • Collaborated with team members to provide pre- and post-sales support, ensuring customer satisfaction, order quality and daily account management.
  • Support customer service and sales representatives with questions about sales, services and escalate cases to Account Management when needed.
  • Managed CSM and CSR departments Managed project planning, account management and monitored project base lines and analysis productivity.

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20. Phone Calls
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average Demand
Here's how Phone Calls is used in Customer Support Manager jobs:
  • Assist with all customer service related inquiries to include answering inbound phone calls, emails, software/admin support for website accounts.
  • Research, resolve, and respond to issues/questions received via telephone calls, emails or customer online support.
  • Managed teams answering telephone calls promptly and minimizing delays that could lead to abandoned calls.
  • Generate leads through outbound phone calls, emails and direct mail pieces.
  • Answered phone calls and filled out various forms every day.
  • Screened telephone calls and inquiries and directed them as appropriate.
  • Implemented training and monitored phone calls to provide coaching opportunities.
  • Answered a high volume of phone calls and email inquiries.
  • Provided support to incoming customer phone calls and emails.
  • Performed outbound support phone calls to current clients.
  • Audited associate phone calls and reviewed Underwriter files.
  • Provide scripts to read from during phone calls.
  • Make customer satisfaction phone calls.
  • Answered escalated client phone calls & handled escalated customer support situations Evaluated each customer support and technical support representative monthly
  • Answered customer telephone calls promptly and in an appropriate manner.
  • Provided level one support to incoming phone calls Purchasing experience and returns Interviewed, hired, and managed all entry-level positions

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21. QA
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average Demand
Here's how QA is used in Customer Support Manager jobs:
  • Designed and developed custom database tools and scripts to improve customer support productivity and to expedite QA testing.
  • Assisted in developing and implementing 'Voice of the Customer' QA ranking, led division in survey results.
  • Implemented new QA forms for each agent based on business needs with a focus on Customer Experience.
  • Lead strategic meetings with Development and QA to develop testing procedures to ensure customer expectations were met.
  • Developed an ongoing training program that brought average QA scores up from 62% to 90%.
  • Staffed Customer Support, IT and QA, managed team priorities, optimized budgets and strategies.
  • Implemented QA dispute process, improving overall quality department scores from 75-85% to 86-100%.
  • Performed QA testing on new applications and enhancements to existing applications prior to general release.
  • Sole QA Manager testing all changes for a traffic management system called GRIDSMART.
  • Developed talent to grow future leaders and support product and system QAT.
  • Hired, mentored, and trained a local and offshore QA team.
  • Upgraded and utilized Envision in our call recording and QA environment.
  • Performed routine testing on devices and software with QA and Engineering.
  • Recruited to take initial responsibility for SQA, and customer support.
  • Helped QA department in their testing efforts of DBI products.
  • Provided help and support for QA team.
  • Test new software releases as part of the QA team.
  • Train all Customer Service and QA Inspector in both Companies to the latest documentation and procedures developed.
  • Scaled the QA team to function as customer advocates for our products as Roundbox expanded.
  • Formulated QA methodology and practices to ensure systems interoperability of company products for approximately 20 customers.

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22. Daily Operations
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average Demand
Here's how Daily Operations is used in Customer Support Manager jobs:
  • Supervised daily operations including cash handling, customer service, department operations, positional staffing, and financial reporting.
  • Guide all aspects of daily operations, team performance and sales/service support to facilitate modernization and constant improvement.
  • Managed daily operations that required interaction with external government and private entities.
  • Managed customer support daily operations for global call centers.
  • Supervised daily operations for two legacy customer support help desks within the Distributed Common Ground Station-Navy (DCGS-N) Program Office.
  • Managed daily operations and lead all staff activities related to new and existing business application systems and IT related projects.
  • Implemented then managed the daily operations of the online Knowledge Base system (KB) for a software company.
  • Promoted to manage daily operations of 13 Account Managers managing digital, conventional, and mailing print projects.
  • Managed daily operations of Customer Support Team, including CSR staffing, goal management and customer communications.
  • Managed daily operations for 20+ person Call Center, Contract Administration and Return Materials Authorization teams.
  • Oversee the daily operations while performing opening/ closing manager duties to insure overall success of store.
  • Managed the daily operations of a high volume inbound and outbound call center.
  • Managed daily operations of staff of four in support of Statement Processing.
  • Assisted the General Manager in daily operations and new product development.
  • Managed daily associates and overseeing of daily operations for the business.
  • Managed daily operations for a team of 11 customer support representatives.
  • Supervised the daily operations of a customer support call center.
  • Managed the daily operations of the Abovenet call center providing technical support to customers regarding network and data center operations.
  • Project involved evaluating and reporting on daily operations and engineering processes of global healthcare technology facility in India.
  • Key Contributions: Consistently maintained outstanding accuracy in daily operations; earned employee awards, including Top Performer.

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23. New Accounts
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average Demand
Here's how New Accounts is used in Customer Support Manager jobs:
  • Managed all aspects of Credit/Collections/Cash Applications/New Accounts for over 40,000 customers.
  • Developed new accounts tracking database.
  • Handled client development, initiated meetings and solved clients' problems to cultivate existing accounts and to generate new accounts.
  • Compile information about new accounts, enter account information into computers, and file related forms or other documents.
  • Provide Quality Control to new accounts to ensure that they are accurate before they go live.
  • Work with new customers in the development of new accounts and the implementation of new systems.
  • Worked directly with sales team to win new accounts, providing operational presentations to potential clients.
  • Served as advocate for and create rapport with high-visibility, critical and at-risk new accounts.
  • Created presentations that engage the client, creates trust and establishes new accounts.

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24. ERP
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average Demand
Here's how ERP is used in Customer Support Manager jobs:
  • Participate in organizational strategic planning by gathering, interpreting, and presenting operational metrics to contract and government leadership as required.
  • Supervised seven customer support specialists and corporate training staff in the Enterprise Customer Support department.
  • Reviewed and interpreted marketing programs; ensuring resolution of any and all customer disputes.
  • Developed new clients; provided trends and forecasts; explained processes and techniques; recommended actions by analyzing and interpreting data
  • Optimize Enterprise digital sales and service channels by analyzing over 100,000 monthly interactions driving over $250,000 in monthly revenue.
  • Led enterprise-wide operational functions of 24/7 Technical Support Call Center for national Point of Sale company.
  • Developed and maintained the Customer Record and Order to Cash Operating Procedures for ERP software implementation.
  • Key strengths include problem solving, high energy, interpersonal skills, and customer service.
  • Generate Special Requests: Generate Special Requests through SafeKeeperPLUS to fulfill customer's needs.
  • Developed processes for new ERP modules.
  • Researched and contracted new fleets to expand data measurement coverage areas and collection frequency, while terminating contracts for underperforming vendors.
  • Coordinated systemic account transition in ERP system to facilitate consolidation of business unit
  • Developed peer advisory program to assist underperforming agents through observation and training.
  • Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
  • Used WIKI Thunderhead (ERP system) that was used internally for collaboration amongst the team.
  • Support the enterprise analytics team and Sears need for customer information, targeting and data.
  • Managed and lead enterprise wide migration project from Solaris to Linux.
  • Managed and operated three enterprise-level issue ticketing clients serving as the primary administrator on one of those clients "SalesForce.com".
  • Used ERP tool to onboard new customers, manage customers, and to provide data to upper management.
  • Project manager - Enterprise accounts Confirm buy-in to latest platform.

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25. Service Department
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average Demand
Here's how Service Department is used in Customer Support Manager jobs:
  • Recommended changes to existing methods to increase accuracy, efficiency and responsiveness of the customer service departments.
  • Communicate effectively and serve as a liaison between customer service department and other business teams.
  • Program Management for outlining priorities and improvement areas of service department.
  • Assist the Marketing Manager and the President in the operation of the customer service department consistent with company goals and objectives.
  • Partnered with Quality Control and Repair staff to ensure the return of all needed products to the service department for repair.
  • Managed Customer Service Department for $200M computer and consumer audio, wireless and MP3 digital audio semiconductor company.
  • Managed and gave direction to the Customer Service department as well as assisted in managing the Job Engineering department.
  • Work with merchants as well as internal sales and service department as escalation point needed to resolve complaints.
  • Managed all aspects of customer service department for both software and hardware support in numerous operating system platforms.
  • Promoted to this position I became responsible for 750+ major accounts worldwide as well as customer service department.
  • Transition the field service department from a support function to a profit center within the organization.
  • Established a customer service department for a digital mapping company with customers throughout the world.
  • Directed daily activities of the parts and service departments within a four store operation.
  • Set up and acquired customers for the service department of a new dealership.
  • Conducted performance reviews of all technicians and office staff within the service department.
  • Manage National Service Department 25 Field Service Engineers and call center staff.
  • Managed and Oversaw the local customer service department.
  • Managed dynamic, multi-chain customer service department, including International Distributors, Wholesale re-sellers and Retail end-customers.
  • Managed warranty, parts and service departments Reviewed, audited and approved or denied warranty claims.
  • Promoted to Customer Support Manager and integrated the Varilux and Essilor Customer Service departments.

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26. Customer Accounts
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average Demand
Here's how Customer Accounts is used in Customer Support Manager jobs:
  • Managed customer accounts by using account management tools and protocols merged with technical support knowledge.
  • Directed development and implementation of tools to moderate customer accounts and customer content submissions.
  • Managed in excess of 300 customer accounts assuring complete accuracy and customer satisfaction.
  • Managed customer accounts, provided investment products advisory and transaction information verification.
  • Managed the implementation of domestic and international customer accounts.
  • Respond to customer support emails pertaining to customer accounts, including troubleshooting, resolving technical issues, billing, & payments.
  • Work with Collections Department to save our at risk customer accounts while setting up options to resolve bad debt.
  • Created a streamlined process to correct future billing errors - in use now by Swift across all customer accounts.
  • Maintained several additional customer accounts in Austin and Dallas during this time - additional 25 members.
  • Oversee all customer accounts for 5 locations including billing issues, contracts, and collections.
  • Managed contact with 300 customer accounts via phone, email and web contact.
  • Reported on website fraud assessments, and inappropriate penetration of customer accounts.
  • Managed customer accounts and equipment including inspections, repairs and maintenance quotes.
  • Assigned to most complex and sensitive Customer accounts across multiple industries.
  • Coordinated the review of key customer accounts to insure that our partnerships were on track.
  • Deliver onsite support reviews as part of quarterly business reviews to key customer accounts.
  • Initial investigation of fraudulent customer accounts Pro active sales of Abbey products Cashier manager/supervisor Training and coaching of new staff

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27. Sales Support
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average Demand
Here's how Sales Support is used in Customer Support Manager jobs:
  • Key Accomplishments Metrics-Based Decision Making - Created and published monthly individual stack-rank productivity metrics for sales support personnel.
  • Provided comprehensive customer service to existing members and sales support to potential members and customers.
  • Manage Customer and Sales Support Department, Order Management Teams, and high volume, fast paced Customer Call Center Operations.
  • Handled customers' calls involving both technical and sales support of TiVo and DirecTV products and accessories.
  • Conducted training for sales and sales support personnel on publishing procedures, systems usage and order writing.
  • Managed and trained an inbound sales support department in the Kansas City and Minneapolis Offices.
  • Provided technical sales support to prospective clients, converting 95% of trials to sales.
  • Provided primary sales support and sales reporting for the U.S. field sales organization and Germany.
  • Provided global sales support to the HP buyers and planners and AMD Field Sales.
  • Provided Installation Support, Data Recovery, Sales Support, Office Administration.
  • Provide Technical Sales Support and for subsequent Customer Training.
  • Led customer training and sales support.
  • Provide sales support for staff.
  • Reported to Regional Customer Support Manager and Sales Manager of Branch for pre- and post-sales support to Fortune 500 account base.
  • Provided pre-and-post sales support for field sales to include all Brooks-PRI Automation products.

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28. Performance Reviews
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average Demand
Here's how Performance Reviews is used in Customer Support Manager jobs:
  • Conducted performance reviews and implementing disciplinary action employees and Human Resources.
  • Administered annual performance reviews for all departments.
  • Administered quarterly and annual performance reviews.
  • Documented and administered staff performance reviews.
  • Performed monthly performance reviews with all press operators as a means to keep open communication and foster improved performance.
  • Hired personnel, trained and supervised staff, gave performance reviews and met call center production goals.
  • Assessed each direct report's performance and leadership skills by conducting regular performance reviews and annual assessments.
  • Interviewed, hired, trained, set goals and conducted performance reviews for 8 support staff.
  • Managed 2 salaried and up to 33 hourly employees, and conduct performance reviews.
  • Handled all staff recruitment, performance reviews, training, and discipline measures.
  • Set goals for employees and go over progress during monthly performance reviews.
  • Delivered annual performance reviews, hired and terminated employees as required.
  • Increased employee motivation through performance reviews, development and training plans.
  • Produced and delivered quarterly and year end performance reviews.
  • Conduct staff meetings and performance reviews.
  • Performed monthly and annual performance reviews.
  • Conducted performance reviews for all Customer Support teams to reduce resolution time and improve overall customer satisfaction rates.
  • Prepared and delivered cross-functional Customer Care Meeting Written and executed annual performance reviews.
  • Created and delivered semi-annual performance reviews and quarterly MBOs.
  • Provide development sessions and performance reviews Strong Problem solving skills.

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29. Data Entry
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average Demand
Here's how Data Entry is used in Customer Support Manager jobs:
  • Monitored programs to ensure quality data entry reporting, Initiated HP proprietary database queries.
  • Developed standardized training procedures for monitoring center and data entry staff.
  • Performed data entry for all event related information.
  • Manage a diverse, production-focused data entry department.
  • Interviewed, hired, trained and managed a rotating three person team of customer service, receptionists and data entry specialists.
  • Versed in all aspects of claim validation including data entry, claim verification, payment authorizations and pending claim resolution.
  • Placed part orders for field engineers and customers, (data entry) using several order entry systems.
  • Answered phones, Data Entry into customized program, Filed, Faxed, Photocopied and created memos.
  • Assist department in accurate data entry of purchase orders submitted through Electronic Data Exchange (EDI).
  • Managed dental lab office, supervised 4 people, data entry, shipping receiving and billing.
  • Assisted customers with all aspects of inquiries, problem solving and data entry of new orders.
  • Hired and trained staff for data entry, administrative, and customer service roles.
  • Book keeping with data entry of nightly sales and closing of stores safe.
  • Perform clerical tasks such as typing, filing, and data entry.
  • Organized data entry and record management of every customer call or email.
  • Program custom DCPA scripts for data entry projects.
  • Hire and train new data entry operators.
  • Conducted pre-employment interviews for monitoring center, data entry and warehouse personnel.

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5 Data Entry Jobs

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30. Service Level Agreements
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low Demand
Here's how Service Level Agreements is used in Customer Support Manager jobs:
  • Negotiated and recommended department support requirements, resources and Service Level Agreements.
  • Advocated for customers across multiple internal teams and monitored service level agreements.
  • Managed and upheld Service level agreements with direct business clients nationally.
  • Developed and maintained service level agreements between Development and Quality Assurance.
  • Contributed to development of Service Level Agreements.
  • Established and administered the Service Level Agreements, management controls and processes for the delivery of the services to ensure profitability.
  • Researched and resolved service level agreements (SLA) for multiple clients for DC and H&W site wide.
  • Created a matrix process to track service level agreements and customer satisfaction for both external and internal customers.
  • Maintain performance metrics such as quality, schedule, service level agreements, SLA s, and capacity.
  • Manage HR customer support staff to ensure service level agreements for HR products and services were met.
  • Owned and managed call queues to ensure that workloads were balanced and Service Level Agreements were met.
  • Managed service level agreements between the North America Business Unit and support centers in the Philippines.
  • Produced detailed reports to confirm and insure compliance of Service Level Agreements (SLA).
  • Work closely with management staff to maintain service level agreements for work center application.
  • Managed the execution of Global and National Service Level Agreements (SLA) agreements.
  • Helped to maintain 100% response time for service level agreements.
  • Monitor IT supplier service level agreements for contract compliance.
  • Designed various strategies to deliver against Service Level Agreements.
  • Manage Service Level Agreements with key partners.
  • Devised reports that measured performance metrics and business analytics against service level agreements.

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31. Support Engineer
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low Demand
Here's how Support Engineer is used in Customer Support Manager jobs:
  • Managed team consisting of nine support engineers focused on customer issue resolution, satisfaction and retention.
  • Managed several Customer Support Engineers, which included conducting performance appraisals and salary planning.
  • Managed Quality and Customer Support Engineers and maintained and increased Customer satisfaction ratings.
  • Groomed and promoted five customer support engineers to supervisory leadership roles.
  • Managed Telecommunication Customer Support Supervisors and System Support Engineers.
  • Managed six development and support engineers.
  • Supervised the customer support department, consisting of 25+ support engineers and support managers, and handled over 10 product lines.
  • Recruit and Manage team of Customer Support engineers handling H/W and S/W install, Expansion, Upgrade, and in-service support.
  • Direct team of 18 Technical Support Engineers to provide 7x24 technical assistance in two geographical call centers.
  • Set up overseas commissioning trips for support engineers to provide technical back up for new clients.
  • Managed virtual group of 3 support engineers covering support for EMEA/APAC and North American regions.
  • Led a team of 15 senior customer support engineers in the client/server support group.
  • Configure Cisco Routers with ISDN connectivity and DDR; Mentor for Support Engineers.
  • Managed 11 web support engineers who provide e-mail-based support to 1 million customers.
  • Have process and procedure in place and give guidance to support engineers.
  • Managed 16 customer support engineers and 4 technical account managers.
  • Manage a team of customer service product support engineers.
  • Managed division of 15 technical support engineers.
  • Improved usability of Customer Support Engineer's ticket views within Parature which resulted in improved productivity.
  • Led training effort on Siebel CRM for support engineers and Siebel Analytics for managers and directors.

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32. Product Support
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low Demand
Here's how Product Support is used in Customer Support Manager jobs:
  • Identified and coordinated regional training requirements for carriers/operators to ensure consistent global product support offerings.
  • Hired additional personnel to support customer contracts for on-site international product support.
  • Increased regional customer satisfaction by providing 24/7 technical and product support.
  • Collaborated with product support team to design and develop skills and knowledge development labs to enhance knowledge of technical support representatives.
  • Interfaced with Legal, Product Development, Sales, Marketing and Finance teams as representative of global product support community.
  • Managed team of ten Product Support Analysts tasked with providing configuration, procedural, and troubleshooting support to customer base.
  • Reduced product returns from 15% to 5% by establishing in-home service program and excellent product support network.
  • Managed and provided all aspects of internal IT operations and external Product Support for the U.S. customer base.
  • Managed technical and product support staff for financial software development company, $50 million in annual sales.
  • Collaborated extensively with peers, Product Support, Product Development and Account Managers to resolve client issues.
  • Team Lead for the customer support team, offering support and leadership to product support team members.
  • Manage eighteen representatives providing product support and customer service to consumers via the phones and e-mail.
  • Developed and formalized procedural controls for product distribution, product support, and RMA.
  • Diversified position involving details of varied phases of sales force and product support.
  • Created technical reference manual for product support and consulting staffs.
  • Created product support procedures for use throughout the organization.
  • Established and successfully managed three Customer & Product Support contract deliverables to ensure cost, schedule and quality requirements were met.
  • Established 99% work accuracy across multi-product support channels.
  • Job Responsibilities: Pre and post-sales support for rugged computer market product support.
  • Provide customer/product support for Ricoh EWS' eQuill/eWriter eClip (WiFi/3G - electronic clipboard) / workflow services technology.

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33. Customer Care
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low Demand
Here's how Customer Care is used in Customer Support Manager jobs:
  • Managed Level 1 Customer Care team-- optimizing productivity through regular analysis of metrics, coaching and performance updates.
  • Deployed Richardson Exceptional Customer Care training program which resulted in customer satisfaction survey results increasing by 25%.
  • Led re-design of Customer Care Save team, resulting in historically high levels of stability and productivity.
  • Hired and maintained staff to ensure a high level of customer care, satisfaction, and retention.
  • Hired, trained and deployed a Customer Care Team of 22 to telecommuting in 45 days.
  • Initiated customer service training for the support specialists, emphasizing the development of customer care skills.
  • Coordinated and supervised the interviewing of applicants for the customer care call center of 200.
  • Make recommendations on both proactive and reactive customer care using test and learn methodology.
  • Maintain a high customer service rating by ensuring the best customer care.
  • Fire and hire employees, Accounting, Customer Care, Inventory.
  • Guided the assistant supervisor on resolving day-to-day customer care issues.
  • Managed several teams of 6 to 12 customer care representatives.
  • Developed the schedules for all customer care employees.
  • Trained newly-employed CSRs in customer care programs; administration procedures; and company policies.
  • Created Customer Care Department for newly formed division of Trimble.
  • Conducted both product and customer care training on aquarterly basis.

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34. Problem Resolution
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low Demand
Here's how Problem Resolution is used in Customer Support Manager jobs:
  • Facilitated problem resolution by assisting complex troubleshooting and/or providing escalation when deemed necessary for customers.
  • Tracked and resolve escalated issues/accounts to ensure timely and satisfactory problem resolution.
  • Accessed support line functionality to ensure adequate covers and problem resolution.
  • Facilitated problem resolution and fulfillment for customer events requiring escalation.
  • Assist Customer Service Representatives with customer research and problem resolution.
  • Mobilize company resources for key account problem resolution.
  • Researched and implemented three-tier customer problem resolution program.
  • Identify and facilitate the route of all technical queries and problem resolution from the customer/ field to technical support and engineering.
  • Served as project leader for Sara Lee with HP for transition of responsibilities to Philippines; on-call 24/7 for problem resolution.
  • Act as main liaison with end user, all the while managing problem resolution from beginning to end.
  • Earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
  • Achieve cycle time and scorecard goals on moderately complex customer service problem resolution requests.
  • Managed problem resolution and responded to customers in writing and over the phone.
  • Provided project planning, problem resolution and oversight for internal IBM projects.
  • Work with software developers as needed for software problem resolution.
  • Drive problem resolution to meet or exceed contracted SLA.
  • Lead a team of six analyst providing assistance, support, and problem resolution to clients across the United States.
  • Increased Customer problem resolution times by 30 percent by implementing a Knowledge Solutions Database (Primus).
  • Project Manager Leader of the field problem resolution team, and the service bulletin stress groups.
  • Conceived, developed and launched an Offsite Audit Customer Form that reduced problem resolution timeframe.

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35. Action Plans
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low Demand
Here's how Action Plans is used in Customer Support Manager jobs:
  • Administered performance management by diagnosing improvement opportunities, coaching, training, professional development, and corrective action plans.
  • Engaged with EMC2 senior and executive management to communicate critical and political incident management developments and action plans.
  • Partnered with multiple business-units; developing action plans for customer resolution of down equipment.
  • Conducted monthly performance reviews and delivered corrective action plans when necessary.
  • Worked directly with the Sr. Vice President of Sales to prepare and execute detailed presentations, metrics, and action plans.
  • Created performance action plans and worked with staff to encourage growth and success for each team member in each position.
  • Developed gap analysis identifying account systemic issues, created and followed action plans to achieve goals.
  • Develop action plans and goals to improve metrics for individuals who are not meeting department targets.
  • Performed individual evaluations and action plans and was actively involved in new hire process and training.
  • Analyze report data for trends, work with management to develop and execute corrective action plans.
  • Identify priorities, analyze issues and problems and recommend solutions and action plans to deliver objectives.
  • Planned, executed and evaluated appropriate measures and action plans to resolve client issues.
  • Produced and delivered detailed goal oriented action plans to improve direct reports.
  • Initiated and coordinates development of action plans to penetrate new markets.
  • Established department policies, procedures, metrics and corrective action plans.
  • Interpret and report on information * Formulate customer action plans.
  • Design and deliver action plans to help improve team performance.
  • Drive internal organizations action plans and continuously monitor and provide customer input to address and resolve customer issues.
  • Developed and implemented corrective action plans Maintained a strong cross functional network to ensure a seamless customer experience through multiple channels.
  • Analyzed financial data for credit card customers Developed action plans for resolving discrepancies in consumer credit acounts.

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36. Customer Feedback
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low Demand
Here's how Customer Feedback is used in Customer Support Manager jobs:
  • Developed Customer Feedback based vendor score-carding and product sentiment analysis to align with Merchandising Line Review process for vendor/product selection.
  • Executed outstanding Technical Support experience by emphasizing personalized support approach, keeping positive customer feedback during 3 consecutive years.
  • Redesigned customer satisfaction survey post-merger allowing for a more tactical channel of customer feedback.
  • Based on customer feedback, I defined and presented process improvements to executive management.
  • Provided regular customer feedback to product and engineering teams and advocated for user experience
  • Evaluated customer feedback and service requests to identify trends towards product improvement opportunities.
  • Collected and evaluated customer feedback and modified support to meet mission requirements.
  • Closed issues, provided customer follow-up and initiated customer feedback.
  • Addressed negative customer feedback immediately.
  • Worked with customer support to develop strategies to incorporate customer feedback into better business practices to help drive usage and sales.
  • Collect direct customer feedback and present top usability issues to Product and Marketing teams for enhancements.
  • Track and trend customer feedback to fuel the development of management reports which inform decision making.
  • Examined and improved in-place practices through inter-departmental meetings, customer feedback, and employee interviews.
  • Convey customer feedback to staff in order to continuously improve client satisfaction.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Analyzed customer feedbacks and developed new techniques to ensure customer retention.
  • Improved customer feedback process, resulting in a more customer-centric product roadmap.
  • Addressed negative customer feedback immediately.Effectively communicated with team members to maintain clearly defined expectations.

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12 Customer Feedback Jobs

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37. Knowledge Base
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low Demand
Here's how Knowledge Base is used in Customer Support Manager jobs:
  • Created and developed knowledge base of troubleshooting and installation and troubleshooting techniques.
  • Motivated engineers to contribute detailed knowledge base articles for customers.
  • Created new partner portal with online help ticket system, access to online knowledge base, self help trouble shooting content.
  • Created the knowledge base articles and training necessary for the team to begin support for this new service previously not provided.
  • Created documentation for context sensitive help, training materials, users guides and online knowledge bases using MadCap Flare.
  • Maintained and updated knowledge base for customers and internal employees to use when troubleshooting existing cases or previous cases.
  • Created an online knowledge base for support technicians, resulting in more efficient resolution of customer service issues.
  • Directed multiple functions within the support organization, including DBA services, customization services and knowledge base management.
  • Use that knowledge base to minimize agent escalation rates and increased first call resolution by 90%.
  • Administer Active Directory, set user policies and system policies, document solution to build knowledge base.
  • Enhanced SQL query development and validation to expedite develop of the company's knowledge base.
  • Implemented and managed online customer support portal, discussion forum, and knowledge base.
  • Achieved over $2M in remote call assistance savings through knowledge base improvements.
  • Created and maintained a knowledge base resolution guide and survey response report.
  • Lead Knowledge Base Administrator using Right Now Web software in HTML.
  • Managed the team tasked with updating our knowledge base.
  • Maintained knowledge base with most current information available.
  • Directed implementation of CRM software with knowledge base.
  • Maintain a knowledge base of common issues/solutions.
  • Served as project lead for new knowledge base solution to merge staff and customer knowledgebase into one.

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1 Knowledge Base Jobs

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38. SQL
demand arrow
low Demand
Here's how SQL is used in Customer Support Manager jobs:
  • Developed and tested database load and data normalization routines to load customer data into a Microsoft SQL server database.
  • Provided weekly training session to staff data basing, dynamic web design (PHP, MySQL).
  • Installed application software on site, including MS Windows NT and MS SQL Server.
  • Managed all users accounts using SQL queries with frequent inspections of reported/suspicious users.
  • Used SQL reporting and access to data warehouse to extract data for analysis.
  • Install and support proprietary Windows applications - troubleshoot data files using SQL.
  • Assisted administration of Exchange 2000 and performed MS SQL Database maintenance.
  • Supported customers with Oracle and SQL Server 2008.
  • Validated bug fixes using SQL queries.
  • Created and maintained an internal customer support web site that accessed a Microsoft SQL server database.
  • Elevated customer satisfaction using KPI tools created through SQL and implemented through Zendesk.
  • Report creation using Epicor Service database, SQL reporting and MS Excel.
  • Organized SQL-queries/ procedures for database and backend testing Implemented LoadRunner test scripts for site validation
  • Performed as a Tier 2 engineer when needed utilizing SQL, Splunk and RESTful APIs.

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5 SQL Jobs

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39. Issue Resolution
demand arrow
low Demand
Here's how Issue Resolution is used in Customer Support Manager jobs:
  • Developed several global efficiency programs that reduced customer access time and issue resolution time reducing labor cost by millions.
  • Follow up and issue resolution increased significantly especially during my tenure as manager.
  • Interfaced directly with customers on complex admin issue resolution.
  • Initiated changes that dramatically improved call center performance (wait times, dropped calls, issue resolution, etc.)
  • Collaborated with the Customer Development Center (CDC) and CCNA to develop centralized customer-issue resolution processes.
  • Maintain timely and accurate documentation of customer interactions, activities and issue resolution in the CRM.
  • Worked with internal business partners to achieve the best possible outcome in issue resolution.
  • Created a consistent process for requesting lost-check replacements; reduced delays in issue resolution.
  • Analyze VIP customer needs and promoted appropriate product or procedure for issue resolution.
  • Coordinate vendor meets for circuit turn-ups and continuously progress customers of issue resolutions.
  • Provided point of contact and issue resolution between customers and product development team.
  • Assisted with product development support as it relates to customer issue resolution.
  • Developed issue resolution procedures for and standard responses to common inquiries.
  • Managed client relationships to ensure quick issue resolution.
  • Managed two highly regulated REMS drug safety program implementations Supervised twenty staff for day-to-day operations and issue resolution
  • Provide code support, training, issue resolution and overall ISV enablement support to hundreds of customers.

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1 Issue Resolution Jobs

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40. HR
demand arrow
low Demand
Here's how HR is used in Customer Support Manager jobs:
  • Maintained good communication between department heads, medical staff and governing boards by attending board meetings and synchronizing interdepartmental functions.
  • Motivated staff through individual coaching sessions, mentoring and career development opportunities and presented performance & salary reviews.
  • Participated in HR functions including policy development, interviewing, hiring decisions and job terminations.
  • Ensured implementation and coordination of dedicated services from order processing phase through activation.
  • Managed a diverse cross-functional team of individuals throughout the organization.
  • Coordinate between multiple departments throughout the organization.
  • Coordinated and posted an appropriate schedule for more than 10 dedicated representatives per week (4-8 hr shifts, 168 hrs/wk)
  • Worked throughout Texas and Oklahoma with owners to turn around struggling restaurants through marketing strategies and proper business practices.
  • Staff supported direct customer connections to the Internet through UUNET (an ISP) from dial-up to OC12 service.
  • Managed schedules for all non-standard systems and component orders from conceptual design, through final checkout to installation.
  • Assessed training needs through surveys, interviews with employees, focus groups and consultation with numerous department managers.
  • Managed the procurement of new and existing vendors throughout an international air, ocean, and trucking network.
  • Collaborated with members of the management team to provide leadership and direction to employees throughout the Support department.
  • Accomplished several high-five kudos from sales (throughout 2016) for completing complex contracts before due date.
  • Improved team's knowledge of the TheraDoc application, through the implementation of a study program.
  • Represent company through the creation and maintenance of solid working relationships with all municipalities served.
  • Supervised a division of three helpdesks, resolving over 5000 trouble tickets in the high risk and high stress.
  • Executed the submission of RFP and RFI through vendor portals (GT Nexus, Ariba, TI contracts).
  • Delivered multi-million-dollar cost savings through deployment of continuous process improvement, benchmarking and sustainable best practices.
  • Continued to reduce the number of full time equivalents through automation, which increased department efficiencies.

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96 HR Jobs

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41. Key Performance Indicators
demand arrow
low Demand
Here's how Key Performance Indicators is used in Customer Support Manager jobs:
  • Prepared weekly reports for upper management to illustrate departmental performance against our contractual service level agreement and key performance indicators.
  • Designed graphic dashboards integrating finance, operations, EDI and other key performance indicators generated from customized internal database.
  • Developed, maintained and published monthly key performance indicators in support of productivity and quality improvement targets.
  • Developed and implemented scorecards and key performance indicators for key accounts.
  • Track and monitor departmental performance through Key Performance Indicators.
  • Identified reporting metrics and Key Performance Indicators (KPI), initiating a monthly metrics review with department heads.
  • Tracked and reported on key performance indicators, analyzed and proposed ways to improve performance.
  • Drafted and implemented Standard Operating Procedures (SOP) and established key performance indicators.
  • Implemented Key Performance Indicators and Dashboard in all functional areas.
  • Pioneered tools for engineers to monitor individual key performance indicators (KPIs).

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42. External Customers
demand arrow
low Demand
Here's how External Customers is used in Customer Support Manager jobs:
  • Provide timely and accurate information to internal and external customers on product costs, product availability and order status.
  • Provided application support and customer support to both internal and external customers at a start-up marketing company.
  • Interfaced with Homeowners Association Managers, internal/external customers to review and resolve complex billing issues.
  • Managed critical escalations and maintained consistent communication with all levels of internal and external customers.
  • Implemented promotional programs for external customers and internal customer service and inside sales.
  • Developed and facilitated software training programs for both internal and external customers.
  • Furnished support for internal and external customers.
  • Developed, maintained, and implemented the Operations Center processes and procedures and all training material for internal and external customers.
  • Assist external customers with making changes to their YP listing and optimizing their Search Engine Marketing (SEM) Program.
  • Provide support to internal and external customers by timely managing all phases of sales and service orders.
  • Provided on-line technical support to internal and external customers for installed base of over 300 systems.
  • Assist internal and external customers with requests and inquiries pertaining to their real estate property taxes.
  • Worked with external customers at the Senior Vice-President, General Manager and Project Lead Engineer levels.
  • Consult with internal and external customers to achieve end-to-end case management of escalated and complex issues.
  • Provide focus with EMC for all service issues to both internal and external customers.
  • Worked with internal and external customers to ensure all contractual agreements were met.
  • Trained, consulted, and provided nationwide phone support for external customers.
  • Provided counseling to internal and external customers on products and processes.
  • Worked with internal/external customers to correct phone book listings.
  • Use Eagle 1 daily to assist internal and external customers Resolve inbound first and second tier / escalation customer service calls/queries/problems.

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2 External Customers Jobs

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43. Special Projects
demand arrow
low Demand
Here's how Special Projects is used in Customer Support Manager jobs:
  • Initiated storm operations processes; facility concerns, managed special projects to successful completion.
  • Determined pricing for customer requested special projects.
  • Oversee special projects at our depot network across the US, Mexico and CanadaProvide logistical support to customer base.
  • Managed special projects responsible for directing 7 to 10 people at a time from start up to final project.
  • Manage special projects as assigned by Director of Customer Support, including assuming grant of authority during defined periods.
  • Assigned work schedules and special projects, while overseeing and assisting in complex customer disputes.
  • Coordinated special projects, new technology releases, commercial efforts, and cross-functional initiatives.
  • Generate, coordinate, and oversee the completion of special projects as needed.
  • Performed special projects as required including audits, project teams and OCC exams.
  • Handled special projects such as trade shows and High Point Furniture Market.
  • Participated on special projects, continuous improvement, and problem solving teams.
  • Oversee special projects and orders directly dealing with customers and warehouses.
  • Completed special projects to support the Sales and Commercial Operations organizations.
  • Received 17 achievement awards for special projects during Customer Service career.
  • Assist General Manager in planning and implementation of special projects.
  • Worked on special projects and assignments as business dictates.
  • Supervised special projects, programming, and promotions.
  • Complete special projects and other duties as assigned.
  • Performed special projects as required.
  • Use Microsoft Project to track progress of special projects and Visio to create project process and procedure flowcharts.

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44. Business Development
demand arrow
low Demand
Here's how Business Development is used in Customer Support Manager jobs:
  • Developed Marketing activation plans to support New Business Development by driving revenue growth in new customers.
  • Collaborated with business development managers, sponsoring organizations, writers, and designers.
  • Supported organizational growth by providing strategic input on international business development.
  • Consulted Marketing and Business Development Departments on effective customer acquisition strategies.
  • Support service business development by providing service contract proposal and clarification
  • Generated business development concepts, new sales opportunities,
  • Propelled sales by 80% by maintaining retail accounts and delivering excellent customer service, account, and business development.
  • Worked in business development targeting SMB calling prospective customers and partners to revitalize the re-branded product line.
  • Supported Business Development team through creation and presentation of quarterly business reviews with key clients.
  • Partnered with global account manager to launch sales, service and business development strategies.
  • Organized sample request for Marketing, Sales, and Business Development using ShipStation.
  • Provided support throughout the business development, sales and service cycle.
  • Worked with business development team to create and implement new technology enhancement for analytics distribution servers.
  • Provided single point contact on the Vehicle Line executive/Brand Team for new business development and relationship between the customer and Powertrain.

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6 Business Development Jobs

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45. Inventory Control
demand arrow
low Demand
Here's how Inventory Control is used in Customer Support Manager jobs:
  • Recorded package inventory control for items received and shipped using Pre-Shipping Labels already paid for by customer and manager.
  • Managed opening and closing procedures which included reconciling a daily business summary, cash accountability and supply/inventory control.
  • Designed and managed customized service and training programs and supervised spare parts inventories and all inventory control procedures.
  • Evaluated and negotiated vendor/maintenance contracts and oversaw inventory control for entire organization.
  • Participated in International Inventory Control project.
  • Managed activities of PC maintenance specialists, network analysts, and inventory control coordinator; twenty direct reports.
  • Managed and Oversaw all Inventory control functions, standard operating procedures and work instructions at the site.
  • Audit and balancing the register from opening to closing shift; which also consisted of inventory control.
  • Place purchase orders, maintain inventory control, maintain Goldmine database with information related to sale.
  • Maintain inventory control and cost for the department.
  • Processed purchase orders, and inventory control.
  • Inventory control using Excel spreadsheets.
  • Administered telephone and online ordering process including, order placement,delivery, inventory control, loss prevention and returns.
  • Established Kanban system in all departments for visual order tracking as well as inventory control.

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46. Customer Loyalty
demand arrow
low Demand
Here's how Customer Loyalty is used in Customer Support Manager jobs:
  • Developed customer loyalty offers, retention programs and executed loyalty campaigns to improve customer retention metrics.
  • Developed custom sales reports to track profitability and customer loyalty.
  • Improved customer loyalty and minimized attrition by providing valuable solutions.
  • Enhanced customer loyalty and satisfaction ratings through departmental synergy.
  • Managed and approved appropriate compensation insuring customer loyalty.
  • Resulted in increased customer loyalty.
  • Supported discounted customer loyalty programs.
  • Designed and implemented direct mail programs aimed at reducing churn and increasing customer loyalty in the mainstream consumer and multicultural segments.
  • Cultivated awareness, interest and commitment to the survey products and services through customer loyalty and referral programs.
  • Acted as focal point for all customer loyalty and retention efforts with each of the sales channels.
  • Maintain high performance in and tracking of customer loyalty using Customer Listening Engine and Net Promoter System.
  • Elevated center's guest-satisfaction and ensured the swift resolution of customer issues to preserve customer loyalty.
  • Concentrated on increasing customer satisfaction through role playing and placed focus on customer loyalty and retention.
  • Assist all departments in resolving Customer Loyalty Opportunities.
  • Managed customer loyalty program with 10,000 members.
  • Managed the day-to-day operations of 50 associates on the Customer Loyalty, Relocations, and Upgrades Teams.
  • Selected accomplishment: Reduced program stagnation and grew market share by 20% and increased customer loyalty.
  • Reduced goodwill expenditures by 40% (1.5M) ensuring customer loyalty while controlling expenses.

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10 Customer Loyalty Jobs

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47. Staff Members
demand arrow
low Demand
Here's how Staff Members is used in Customer Support Manager jobs:
  • Monitored performance of staff members according to established monitoring standards, made hiring decisions, and conducted performance appraisals.
  • Monitored escalation procedures and documentation from other staff members.
  • Managed administrative responsibility for 25 staff members.
  • Coached and mentored up to 40 staff members by offering constructive feedback and taking interest in their long-term career growth.
  • Trained the new staff members, junior representatives, and agents to efficiently handled the shipment of requested orders.
  • Supervised and monitored three to ten key staff members with project life cycles running between four to twelve months.
  • Lead a team of up to 10 staff members to address the hardware and software related needs for CMS.
  • Maintain staff hours, perform yearly reviews, and meet one on one with staff members to develop skills.
  • Produced online help, Product User information, Technical Operation notices and Product Change notification to Staff members.
  • Accomplished several measurable results through the development of staff members and the identification of each employee's strengths.
  • Ensured that staff members were in compliance with internal and external regulations, standards and procedures.
  • Administered call center operations such as supervising 30 staff members in daily client communications.
  • Keep a current record of staff members' whereabouts and availability.
  • Trained new staff members to use data entry and recovery system.
  • Managed and directed 30-40 tellers/staff members for customer assistance.
  • Managed 22 staff members in a 55-person phone unit.
  • Trained and mentored staff members and monitored their work.
  • Trained 15 new staff members to provide call-in support.
  • Trained other staff members to work as cashier.
  • Hired and trained new staff members.

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9 Staff Members Jobs

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48. Performance Management
demand arrow
low Demand
Here's how Performance Management is used in Customer Support Manager jobs:
  • Administered performance management including appraisals, merit and performance improvement plans; Reported team performance statistics to upper management monthly.
  • Coached managers in employee development and employee issues including discipline and performance management.
  • Administered all aspects of people management including recruitment, selection, training, performance management, coaching, and ongoing development.
  • Increased overall department satisfaction survey scores from 58% to 81% through coaching and performance management.
  • Improved employee retention through improved selection techniques, training methods and performance management.
  • Assisted in development of People Performance Management tools and deployed to pilot stores.
  • Provided mentoring, performance management, career development, and industry training.
  • Provide employee personnel reviews, feedback, and performance management plans.
  • Implemented performance management and incentive program resulting in record-breaking month over month KPI performance.

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4 Performance Management Jobs

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49. Company Policies
demand arrow
low Demand
Here's how Company Policies is used in Customer Support Manager jobs:
  • Developed and maintained a centralized web interface to house all company policies and procedures, and consumer promotional announcements/materials.
  • Participated in formulating and administering company policies and developing long range goals and objectives.
  • Maintain compliance awareness with company policies and procedures and safety standards.
  • Ensured strict adherence to company policies and procedural guidelines.
  • Administer company policies and procedures.
  • Managed and trained all customer service technicians with company policies, procedures, and implemented and maintained monthly customer service audits.
  • Designed and constructed custom framing jobs, upheld company policies, provided customer service with above average sales.
  • Ensured company policies and guidelines were being followed, and held regular meetings to collect and disseminate information.
  • Monitor calls to observe service engineer's demeanor, technical accuracy, and conformity to company policies.
  • Maintain accurate records of all purchasing actions, in compliance with company policies and procedures.
  • Ensured that company policies and values were communicated, demonstrated and enforced at all times.
  • Enforce company policies while monitoring quality control over staff and products.
  • Interpret and communicate work procedures and company policies to staff.
  • Ensured compliance with company policies and procedures.
  • Train or instruct employees in job duties or company policies or arrange for training to be provided.
  • Change department structure based on call center needs Handle customer complaints within the guidelines of company policies.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.

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11 Company Policies Jobs

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50. Client Relationships
demand arrow
low Demand
Here's how Client Relationships is used in Customer Support Manager jobs:
  • Managed client relationships by regularly following up to maintain overall investment service satisfaction.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
  • Managed client relationships serving as the primary day-to-day operations point-of-contact.
  • Handled client relationships on the representative level to further support education, communication, and requests for information.
  • Exceeded revenue growth targets by 3-5% by fostering positive client relationships and understanding specific account needs.
  • Developed and maintained client relationships and managed any issues to ensure minimal client effect and/or loss.
  • Maintain strong client relationships and open communication with the Tier 1 service desk.
  • Maintain strong client relationships between AFS and key executive contacts within each manufacturer.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standardgoals.

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19 Client Relationships Jobs

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Customer Support Manager Jobs

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20 Most Common Skills For A Customer Support Manager

Customer Service

38.8%

Technical Support

9.9%

Customer Support Representatives

5.2%

ISO

5.0%

CRM

4.0%

Logistics

3.1%

Customer Relations

3.1%

Process Improvement

2.9%

Project Management

2.9%

Customer Base

2.9%

New Product Development

2.7%

Training Programs

2.7%

Customer Retention

2.4%

KPI

2.3%

Direct Reports

2.1%

Customer Complaints

2.1%

Internal Departments

2.1%

Salesforce

2.0%

Account Management

1.9%

Phone Calls

1.9%
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Typical Skill-Sets Required For A Customer Support Manager

Rank Skill
1 Customer Service 28.3%
2 Technical Support 7.2%
3 Customer Support Representatives 3.8%
4 ISO 3.6%
5 CRM 2.9%
6 Logistics 2.3%
7 Customer Relations 2.2%
8 Process Improvement 2.1%
9 Project Management 2.1%
10 Customer Base 2.1%
11 New Product Development 2.0%
12 Training Programs 1.9%
13 Customer Retention 1.7%
14 KPI 1.7%
15 Direct Reports 1.5%
16 Customer Complaints 1.5%
17 Internal Departments 1.5%
18 Salesforce 1.5%
19 Account Management 1.4%
20 Phone Calls 1.4%
21 QA 1.2%
22 Daily Operations 1.2%
23 New Accounts 1.2%
24 ERP 1.1%
25 Service Department 1.1%
26 Customer Accounts 1.1%
27 Sales Support 1.1%
28 Performance Reviews 1.0%
29 Data Entry 1.0%
30 Service Level Agreements 1.0%
31 Support Engineer 1.0%
32 Product Support 0.9%
33 Customer Care 0.9%
34 Problem Resolution 0.9%
35 Action Plans 0.9%
36 Customer Feedback 0.9%
37 Knowledge Base 0.9%
38 SQL 0.9%
39 Issue Resolution 0.9%
40 HR 0.9%
41 Key Performance Indicators 0.9%
42 External Customers 0.8%
43 Special Projects 0.8%
44 Business Development 0.8%
45 Inventory Control 0.7%
46 Customer Loyalty 0.7%
47 Staff Members 0.7%
48 Performance Management 0.7%
49 Company Policies 0.7%
50 Client Relationships 0.7%
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