Customer Service Manager PlayNetwork
THIS JOB HAS EXPIRED Location
Vice President, Client Services
Customer Service Leads
Customer Service Specialists (PlayNetwork and XM for Business)
The CS Manager will manage the day to day operations, management, training and development of the Customer Service department. This individual will ensure the highest standards in delivery of PlayNetwork products and services, while striving to display the PlayNetwork ?customer-centric? profile to consistently exceed customer expectations.
Essential Duties and Responsibilities
The following is a list of general job responsibilities for the Customer Service Manager position. This list is not all-inclusive and may be broadened or changed to meet changing business needs.
?Management of staff, including hiring, schedule management, performance management, mentorship, and training/development.
?Regular monitoring of service levels and data to ensure customer service standards are being met or exceeded.
?Regular review and updating of process and procedure to improve effectiveness and efficiencies within the department.
?Educate existing and new staff regarding process and procedures as needed.
?In coordination with the Corporate Trainer and the Business Applications team implement training standards and auditing of same.
?Identify and execute strategies for increasing profitability of the company.
?Serve as a corporate liaison, by establishing and maintaining strong channels of communication with appropriate customer representatives.
?2+ years customer service management experience
?4+ years of customer service experience
?1+ year management in a call center environment
?Demonstrated experience developing and facilitating training and new hire onboarding programs
Required Skills and Abilities
?Basic knowledge of commercial sound systems, for troubleshooting purposes
?Ability to delegate and motivate team
?Excellent time and people management skills
?Excellent PC skills
?Superb organizational and communication skills
?Exemplifies the PlayNetwork Guiding Principles in actions and behaviors.
?Participates in the building and maintaining of a positive and healthy organizational culture.
?Inspires others through his/her work ethic, professionalism and work integrity.
?Learns quickly in a fast-paced growth environment.
?Solutions-oriented team player.
?Seeks out information, training, and other resources needed to facilitate continual professional development necessary to be successful in this position.
?High level of confidentiality and discretion.
?Regular and predictable attendance is an essential function of this position.
Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit for long periods of time. In this position you must be able to regularly lift and/or move up to 10 pounds.
Due to the nature of our business, you may be exposed to potentially offensive lyrics and/or video content. In order to prevent this type of material from going to our customers it is a necessary function of our business to listen for, edit or remove this content from our database.
This job description should not be construed to imply that these requirements are the only duties, responsibilities, and qualification for this job. Incumbents may be required to follow any additional related instructions, acquire related job skills and perform other related work as required.
||8727 148th Avenue NE |
Redmond, WA 98052
THIS JOB HAS EXPIRED