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This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12445955 Envoy Solutions\ \ \ Title: Customer Service Manager\ \ \ Envoy Solutions SubsidiaryHughes Enterprises\

Position Overview

Responsible for managing the customer service department staff and performing lead customer service responsibilities. Provides team members with appropriate training, tools, direction and motivation to enable their success as well as maintaining and improving the companys overall customer service strategy, programs and policies. Responsibilities also include resolving a wide variety of customer related issues while interfacing with senior management, functional department heads, sales staff and customers.

Responsibilities Include:

• Responsible for the supervision of employees, which includes work allocation, training and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak production and performance.
• Challenges team members in providing exceptional support to both external and internal customers.
• Oversees the daily operations of the Customer Service department.
• Identifies and corrects deficiencies in service quality, technical infrastructure and communication of pertinent customer information between functional areas.
• Develops and implements new and progressive means of delivering customer service to sustain growth.
• Develops and maintains specific metrics to measure each representatives performance and identifies opportunities for improvement and profitability.
• Provides information, resolves problems, and advises customers on products and/ or services, ensuring customer satisfaction.
• Collaborates with interdepartmental leadership team on business unit SOPs, issue resolutions, and efficiency of overall business practices and performance.
• Other duties as assigned.

The ideal candidate will have:

• A bachelors degree or equivalent experience preferred.
• 5-7 years customer service experience.
• Proficient with Microsoft Outlook, Word & Excel and accounting systems required.
• Experience working with ERP/CRM systems a plus.
• Strong written and verbal communication skills.
• Ability to supervise others and foster a cooperative work environment including training, scheduling and employee development and performance management skills required.
• Ability to work well in a high-stress, fast paced work environment.
• Ability to collaborate with other departments on best practices.
• Ability to think critically and quickly.

This position offers a competitive starting salary and comprehensive benefits program.

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*BradyPLUS (and its subsidiaries) is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, ma\ \ *

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\ \ Envoy Solutions is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other status protected by law.