Job Information
Pitsco Education Customer Service Manager in Pittsburg, Kansas
Pitsco Human Resources Department Job Announcement
Job Title:
Customer Support Manager
Reports to:
Chief Operating Officer
Department:
Customer Experience
Wage:
Depending on Experience
Summary:
The Customer Support Manager is responsible for leading, supervising, and developing Pitscos customer experience teams, driving in-sale and post-sale customer experience across a variety of mediums and touchpoints, and serving as the product specialist for Pitscos online testing platform, E-SESS. This position supports the development, implementation, and preservation of Pitscos pillar of industry-leading customer service and the experiences a customer receives during their journey with Pitsco. This position translates business strategy into direction, creates processes and resources to enable efficient business scaling, identifies and establishes new responsibilities within the Order Support and Product Support teams functions, as well as customer touchpoints that bring value to the organization that results in customer retention and meaningful customer relationships and additional purchases. This is achieved by leading, supervising, and training a team of customer service and product support representatives, both on campus and in the field. These tasks are accomplished by performing the following duties.
Essential Duties and Responsibilities (other duties may be assigned):
Partnering with the management team to align the companys objectives with Customer Experience Department expectations and procedures
Driving the overall frontline customer relations strategy, including staffing, tools, and processes to ensure best-in-class customer satisfaction across all support channels (e.g. phone, chat, web)
Creating monthly and quarterly reports analyzing the performance of the customer service team.
Collaborating with Pitsco departmental leadership to align company objectives with departmental strategy, procedures, and customer experience/touchpoints (in-sale and post-sale)
Developing and implementing procedures pertinent to the effective and efficient operation of the Customer Experience Department
Managing workload and resources to ensure a high-performance, efficient, and motivated team of customer relations professionals
Nurturing, developing, and advocating for team members to ensure their success
Monitoring programs and procedures to ensure customer satisfaction
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