Customer Service Manager

Customer Service Manager

Position Summary

This position is responsible for managing the Customer Support Team and ensuring all responsibilities are handled within established process requirements. This role will ensure high levels of customer satisfaction and retention are achieved. Will oversee, implement, and maintain procedures while taking a hands-on approach to ensuring deadlines are achieved, which may require jumping in where needed with team responsibilities.

Essential Duties and Responsibilities
Identify and create operating procedures to streamline processes and create consistency in processes
Identify and implement methods used to retain clients
Manage Customer Service team; provide guidance and assistance
Monitor team activities to ensure process compliance
Assist in client issue resolution in a prompt, professional manner including follow-up
Create and conduct Team training programs for new and existing employees designed to address knowledge gaps and new process implementation
Interact with customers to build customer loyalty through a positive experience
Train new employees
Train clients on system functionality
Create problem solving resource guide for Team
Ensure quarterly interim tax errors are resolved in a timely and accurately
System expert to be able to troubleshoot issues and support Team with client questions
Monitor client payroll schedules to ensure they are processed timely
Identify and recruit Customer Service staff
Audit team processes for compliance

Minimum Qualifications (Knowledge, Skills, and Abilities)
5+ years of experience working for a Payroll Service Bureau
5+ years of payroll and tax experience a plus
Must have prior management experience
Proven leadership and teambuilding skills
Exceptional customer service skills
Strong analytical and problem-solving skills
Highly efficient multi-tasking adept at staying focused through many interruptions
Excellent verbal and writing communication skills
Attention to detail and accurate data entry skills
Able to work in a fast-paced environment
Strong team player able to jump in where needed
Open to change, and adherence to established processes
Self-managed and ability to work independently while managing multiple projects and deadlines

Job Type: Full-time

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