Customer Service Manager

We are offering a permanent employment opportunity for a Customer Service Manager at our location. As a Customer Service Manager, you will play a critical role in direct customer interactions, managing customer accounts, and coordinating with internal departments to ensure a smooth and effective customer service process.

• Directly interact with customers via telephone, email, or in-person to address their needs and inquiries.
• Efficiently manage customer accounts and ensure accurate record-keeping.
• Handle customer complaints with professionalism and work towards resolution.
• Coordinate with internal departments to streamline the customer service process.
• Conduct customer verifications and set up new customer accounts.
• Oversee the processing of orders, forms, applications, and customer requests.
• Maintain databases with details of customer interactions, transactions, comments, and complaints.
• Prepare and distribute reports detailing customer activity.
• Review data for completeness and accuracy, and prepare it for computer entry.
• Provide feedback to improve the efficiency of the customer service process.
• Utilize CRM and ERP tools for managing customer information and workflows.
• Ensure compliance with financial services regulations using tools such as ADP.
• Use Avaya CMS for customer interaction management.
• Perform auditing and billing functions as required.
• Handle cash activity and use tools like 'About Time' for time management.
• Respond to inbound calls and provide accurate pricing and delivery information to customers.
• Applicant must have a minimum of 7 years of experience in a Customer Service Manager role or similar position.
• Proficiency in using ADP - Financial Services software is required.
• Experience in using Avaya CMS is necessary.
• Must have practical knowledge of CRM tools and techniques.
• Familiarity with ERP - Enterprise Resource Planning is a must.
• Proficiency in utilizing ERP Solutions is required.
• Experience with About Time software is a crucial requirement.
• Capability of answering inbound calls efficiently is necessary.
• Auditing skills are essential for this role.
• Experience in handling billing functions is required.
• Must have a solid understanding and experience of cash activity management.