Oversee and guide customer service operations, ensuring efficient resolution of escalated issues, maintaining high customer satisfaction, and fostering team development and performance.
Lead and Develop Team: Guide, train, and evaluate customer service representatives for optimal performance.
Enforce Policies and Procedures: Develop and monitor adherence to company policies and operational procedures.
Manage Escalations and CRM: Resolve escalated issues and oversee customer retention strategies.
Monitor Performance Metrics: Track and report on team performance, ensuring quality and service standards are met.
Improve Operational Processes: Plan, direct, and enhance workflows and systems for increased efficiency and effectiveness.

Medical/Dental/Vision coverage
401(k) plan
Tuition reimbursement program
Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
Paid Parental Leave
Paid Caregiver Leave
Additional sick leave beyond what state and local law require may be available but is unprotected
Adoption Reimbursement
Disability Benefits (short term and long term)
Life and Accidental Death Insurance
Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
Employee Assistance Programs (EAP)
Extensive employee wellness programs
Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

Customer Service Manager

Key skills