Responsible for overseeing the Donation Processing Center and ensuring the department delivers the highest level of customer service possible. Supervises, trains, coaches, and mentors Donation Processing Center team members. The Customer Service Manager monitors customer experience and collaborates with other members of the management team to establish policies and procedures in dealing with internal and external customers. Customer service manager handles customer complaints and assists individuals who have questions about the status of donations received at the Donation Processing Center.
Areas of Responsibility:
- Communicate with internal and external customers via phone, email or letter. Hire, train, coach and terminate Donation Processing Center employees. Set annual performance objective and hold regular 1 x1 meetings with employees to provide performance feedback. Train staff to address problems and complaints professionally and politely via phone, email or letter. Handle all issues which are not easily resolved by a Donation Processing Center team member. Identify and resolve complaints quickly, finding the best possible solution and communicating effectively with the customer.
- Proactively monitor Donation Processing Center processes, identify customer pain points and opportunities for improvement. Document, train, test and evaluate new procedures for effectiveness. Solicit and analyze customer feedback, data and statistics. Identify gaps in service and collaborate with management to find solutions.
Educational Background:
Degree in Consumer studies, Business studies, Management studies or related business experience.
Skills/Experience:
- Politeness, confidence, tact, patience and diplomacy while dealing with complex problems. Motivational, listening and problem-solving skills. Ability to produce creative ideas to ameliorate customer service standards. Ability to lead and supervise teams and work under tight deadlines.
- Experience in customer service management related activities.
Job Function:
Organization Info
Listing Stats
Post Date:
Dec 5 2017
Active Until:
Jan 4 2018
Hiring Organization:
March of Dimes
industry:
Nonprofit