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Marketing Customer Service Manager

Job Description

.INTERNAL JOB TITLE: Agent Experience Supervisor
SUMMARY The Agent Exp. Supervisor leads their dept. autonomously. They are responsible for the mgmt. of their staff, ensuring effective processes, tools, systems & training are in place to achieve agent-level satisfaction at every touch point. At Butler/Till, the Agent Exp. Supervisor is a highly skilled customer service professional w/general knowledge of marketing activities that oversees all aspects of an agent’s exp. They ensure a positive outcome w/each interaction by leading w/a solution-based approach. This includes inbound & outbound customer service calls/emails, education & marketing opportunities, face-to-face interactions & more. They identify & inform program planning by analyzing themes at the agent level. The Agent Exp. Supervisor manages & motivates direct reports & cross-functional teams to continually deliver an exceptional exp. to agents. They’re focused on the client(s) business goals as they relate to providing an exceptional agent exp. & actively pursue & present creative ideas to help them meet their stated objectives. The Agent Exp. Supervisor manages a team of Agent Exp. Mgrs, Acct. Mgrs, or Acct. Execs. They carry out supervisory responsibilities in accordance w/the organization’s policies & applicable federal/state laws. Responsibilities include interviewing, hiring & training employees; planning, assigning & directing work; appraising performance; rewarding & disciplining employees; addressing complaints & resolving problems.ESSENTIAL RESPONSIBILITIES INCLUDE THE FOLLOWING, BUT ARE NOT LIMITED TO: Overarching
  • Responsible for Agent Exp. Team performance & general vitality of the agency/agent relationship.
  • Effectively motivate & supervise the daily operations of the Agent Exp. Team, managing staff in delivering the most positive agent exp.
  • Set clear team priorities; communicate program objectives & strategies; anticipate & adjust for problems & roadblocks; define success of the Agent Exp. Team.
  • Accomplish work requirements by orienting, training, assigning, scheduling, coaching employees to follow productivity, quality & customer-service standards; identifying work process improvements.
  • Facilitate teamwork by delegating & involving junior staff members whenever possible.
  • Engage clients in forward-thinking agent exp. approaches. “Listen” for client challenges, establish context & leverage agency resources to resolve.
  • Identify & implement strategies to improve quality of service, productivity & profitability.
  • Liaise w/internal team mgmt. to support & implement program growth strategies.
  • Ensure effective communication with/between all depts. & w/client contacts in order to resolve conflict, celebrate success & achieve strong team & client relationships.
  • Ensure successful adoption/utilization of Butler/Till’s processes & documentation guidelines; keep management apprised of critical concerns & opportunities.
  • Manage, coach & professionally develop staff.
  • Provide training support to new team members who are acclimating to the brand, tech. &/or agency.
  • Identify & pursue new business opportunities within the account.
  • Motivate & lead internal & external resources, build good relationships w/various teams & keep them focused on quality deliverables, timelines & budgets.
  • Proactively support & participate in agency improvement initiatives.
  • Possess a deep understanding of the client’s business & category & build/maintain a similar understanding within the Agent Exp. Team.
  • Update job knowledge by tracking customer service advances; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations & training.
  • Customer Service Specific
  • Develop & implement effective customer service policies & procedures while overseeing the on-going achievement & maintenance of agreed customer service levels & standards.
  • Streamline 1:1 agent communication & escalation process to ensure an efficient internal operation.
  • Manage staff in effectively handling agent concerns & resolving escalations.
  • Develop & maintain a system for reviewing customer service complaints, tracking resolution & monitoring quality assurance.
  • Develop & facilitate on-going customer service training, based on the needs of the business.
  • Oversee the on-going review & assessment of customer service contracts & systems. Ensure we maintain the most effective systems for our needs & are optimizing the existing capabilities & tools of our current systems.
  • Ensure all necessary resources & tools are available for quality customer service delivery.
  • Monitor accuracy of customer service reporting & data base information.
  • Inform program strategy by analyzing relevant data & agent service activities to determine appropriate customer service outputs.
  • Lead the development of customer service metrics; review performance reports & provide ongoing consultation to team to improve performance.
  • Handle more complex issues/complaints when the situation warrants.
  • Keep up to date in customer service developments (best practices, systems, etc.)
  • Job Requirements

    .QUALIFICATIONS:
  • BS degree in Communications, Journalism, PR, English, Marketing or related field.
  • Master’s degree a plus.
  • 5-10 yrs. exp. in the field of customer service leading a team in inbound & outbound call initiatives.
  • Prior supervisory exp. required.
  • Customer-service management & systems exp. & the successful completion of customer service training certificate programs are preferred.
  • Preferred exp. in marketing, advertising, and/or media field.
  • Proficient w/MS Office tools including MS Word, Excel (including pivot tables) & PowerPoint.
  • Proficiency in CRM systems preferred.
  • High stress tolerance w/the ability to remain relaxed & composed when faced w/difficult situations.
  • Decisive & competent in making decisions quickly & effectively.
  • Excellent written & verbal skills, including public speaking & ability to present concepts verbally.
  • Confident communicator & presenter.
  • Ability to present complex information both orally & in writing.
  • Excellent organizational & planning skills.
  • Superior project mgmt. & time mgmt. skills; must be well-organized w/ability to multitask.
  • Independent & self-directed, yet team-oriented w/a positive & professional approach to mgmt.
  • Flexible & intuitive personality who can manage complex internal & client relationships.
  • Active listening skills that result in deep understanding of agent needs.
  • Effective problem solving skills to guide successful conflict resolution.
  • Strong motivational skills.
  • A combination of education, exp. & business need will be considered.
  • Go Beyond. www.superiorjobs.com.
    EEO Employer - Minorities / Females / Disabled / Veterans / Sexual Orientation / Gender Identity.

    Job Snapshot

    Location US-NY-Rochester
    Employment Type Full-Time
    Pay Type Year
    Pay Rate N/A
    Store Type Marketing
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    Company Overview

    Acara Solutions

    Acara understands that finding that rewarding next step along your career path can be challenging. We also understand the legwork that goes into being your career advocate. Our award-winning recruiters focus on the candidate experience, getting to know you and your goals, both long- and short-term. They get to know your skills and your growth trajectory so that they not only can represent you in front of our more than 1,000 customers with opportunities across North America, but also connect you with the best-fit role. After all, optimal workforce experiences come when employees are matched with companies who need—and value—their skills and contributions. Learn More

    Contact Information

    US-NY-Rochester
    Brian Fesmire
    Snapshot
    Acara Solutions
    Company:
    US-NY-Rochester
    Location:
    Full-Time
    Employment Type:
    Year
    Pay Type:
    N/A
    Pay Rate:
    Marketing
    Store Type:

    Job Description

    .INTERNAL JOB TITLE: Agent Experience Supervisor
    SUMMARY The Agent Exp. Supervisor leads their dept. autonomously. They are responsible for the mgmt. of their staff, ensuring effective processes, tools, systems & training are in place to achieve agent-level satisfaction at every touch point. At Butler/Till, the Agent Exp. Supervisor is a highly skilled customer service professional w/general knowledge of marketing activities that oversees all aspects of an agent’s exp. They ensure a positive outcome w/each interaction by leading w/a solution-based approach. This includes inbound & outbound customer service calls/emails, education & marketing opportunities, face-to-face interactions & more. They identify & inform program planning by analyzing themes at the agent level. The Agent Exp. Supervisor manages & motivates direct reports & cross-functional teams to continually deliver an exceptional exp. to agents. They’re focused on the client(s) business goals as they relate to providing an exceptional agent exp. & actively pursue & present creative ideas to help them meet their stated objectives. The Agent Exp. Supervisor manages a team of Agent Exp. Mgrs, Acct. Mgrs, or Acct. Execs. They carry out supervisory responsibilities in accordance w/the organization’s policies & applicable federal/state laws. Responsibilities include interviewing, hiring & training employees; planning, assigning & directing work; appraising performance; rewarding & disciplining employees; addressing complaints & resolving problems.ESSENTIAL RESPONSIBILITIES INCLUDE THE FOLLOWING, BUT ARE NOT LIMITED TO: Overarching
  • Responsible for Agent Exp. Team performance & general vitality of the agency/agent relationship.
  • Effectively motivate & supervise the daily operations of the Agent Exp. Team, managing staff in delivering the most positive agent exp.
  • Set clear team priorities; communicate program objectives & strategies; anticipate & adjust for problems & roadblocks; define success of the Agent Exp. Team.
  • Accomplish work requirements by orienting, training, assigning, scheduling, coaching employees to follow productivity, quality & customer-service standards; identifying work process improvements.
  • Facilitate teamwork by delegating & involving junior staff members whenever possible.
  • Engage clients in forward-thinking agent exp. approaches. “Listen” for client challenges, establish context & leverage agency resources to resolve.
  • Identify & implement strategies to improve quality of service, productivity & profitability.
  • Liaise w/internal team mgmt. to support & implement program growth strategies.
  • Ensure effective communication with/between all depts. & w/client contacts in order to resolve conflict, celebrate success & achieve strong team & client relationships.
  • Ensure successful adoption/utilization of Butler/Till’s processes & documentation guidelines; keep management apprised of critical concerns & opportunities.
  • Manage, coach & professionally develop staff.
  • Provide training support to new team members who are acclimating to the brand, tech. &/or agency.
  • Identify & pursue new business opportunities within the account.
  • Motivate & lead internal & external resources, build good relationships w/various teams & keep them focused on quality deliverables, timelines & budgets.
  • Proactively support & participate in agency improvement initiatives.
  • Possess a deep understanding of the client’s business & category & build/maintain a similar understanding within the Agent Exp. Team.
  • Update job knowledge by tracking customer service advances; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations & training.
  • Customer Service Specific
  • Develop & implement effective customer service policies & procedures while overseeing the on-going achievement & maintenance of agreed customer service levels & standards.
  • Streamline 1:1 agent communication & escalation process to ensure an efficient internal operation.
  • Manage staff in effectively handling agent concerns & resolving escalations.
  • Develop & maintain a system for reviewing customer service complaints, tracking resolution & monitoring quality assurance.
  • Develop & facilitate on-going customer service training, based on the needs of the business.
  • Oversee the on-going review & assessment of customer service contracts & systems. Ensure we maintain the most effective systems for our needs & are optimizing the existing capabilities & tools of our current systems.
  • Ensure all necessary resources & tools are available for quality customer service delivery.
  • Monitor accuracy of customer service reporting & data base information.
  • Inform program strategy by analyzing relevant data & agent service activities to determine appropriate customer service outputs.
  • Lead the development of customer service metrics; review performance reports & provide ongoing consultation to team to improve performance.
  • Handle more complex issues/complaints when the situation warrants.
  • Keep up to date in customer service developments (best practices, systems, etc.)
  • Job Requirements

    .QUALIFICATIONS:
  • BS degree in Communications, Journalism, PR, English, Marketing or related field.
  • Master’s degree a plus.
  • 5-10 yrs. exp. in the field of customer service leading a team in inbound & outbound call initiatives.
  • Prior supervisory exp. required.
  • Customer-service management & systems exp. & the successful completion of customer service training certificate programs are preferred.
  • Preferred exp. in marketing, advertising, and/or media field.
  • Proficient w/MS Office tools including MS Word, Excel (including pivot tables) & PowerPoint.
  • Proficiency in CRM systems preferred.
  • High stress tolerance w/the ability to remain relaxed & composed when faced w/difficult situations.
  • Decisive & competent in making decisions quickly & effectively.
  • Excellent written & verbal skills, including public speaking & ability to present concepts verbally.
  • Confident communicator & presenter.
  • Ability to present complex information both orally & in writing.
  • Excellent organizational & planning skills.
  • Superior project mgmt. & time mgmt. skills; must be well-organized w/ability to multitask.
  • Independent & self-directed, yet team-oriented w/a positive & professional approach to mgmt.
  • Flexible & intuitive personality who can manage complex internal & client relationships.
  • Active listening skills that result in deep understanding of agent needs.
  • Effective problem solving skills to guide successful conflict resolution.
  • Strong motivational skills.
  • A combination of education, exp. & business need will be considered.
  • Go Beyond. www.superiorjobs.com.
    EEO Employer - Minorities / Females / Disabled / Veterans / Sexual Orientation / Gender Identity.
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    Marketing Customer Service Manager Apply now