Technical support representative vs customer service representative manager

Differences between technical support representative and customer service representative manager duties and responsibilities

Technical support representative example responsibilities.

• Serve as a SME and the main point of contact when agents and other leads have questions.
• Answer eligibility and coverage questions from insurance agents pertaining to Medicare advantage plans and prescription drug plans.
• Manage mental health portion of health insurance policies including Medicaid and Medicare and other commercial insurance plans nationwide.
• Generate nationwide reservations provide customer service and negotiating customer dispute (inbound and outbound calls).
• Work with QA to identify problems and resolutions base on customer issues.
• Provide product information to customers inquiring about their iPhone, iPod, and iPad features.
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Customer service representative manager example responsibilities.

• Manage office personnel ensuring the company payroll, invoicing, book keeping, mailing and manufacturing scheduling are successfully accomplish.
• Manage AP and ordered/maintain office supplies.
• Manage team of 12-16 CSRs via weekly 1-on-1 coaching, ensuring strong performance and compliance with company policies.
• Prepare and manage the budget, maximize profitability, and balance the vault and ATM operations including reconciliation.
• Provide extensive training in driving business and coaching CSRs to execute a market calendar and achieve personal sales goals.
• Interact extensively with customers to achieve timely issue resolution while maintaining high standards for dock organization and cleanliness.
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