Manager - Customer Service

Manages a small to medium sized unit by coordinating their workload, ensuring proper staffing, conducting performance evaluations, approving compensation and monitoring development.

Oversees and supervise a small team of customer service representatives and respond in a timely manner to phone and e-mail inquiries from consultants and clients to resolve customer issues.

Conducts extensive research by reviewing all available internal resources and external client knowledge to answers inquiries and resolves problems.

Helps leadership to develop and implement customer service strategies for clients through high quality and efficient responses.

Provides guidance to junior customer service representatives on how to respond to client inquiries by sharing extensive knowledge and experience and suggesting responses to resolution of client issues.

Monitors e-mail deliverability on all e-mails and tracks usage to identify opportunities for product and service improvements.

Suggests customer service process improvements to management for consideration.

Qualifications
Broker LicensesPreferred or willing to test and obtain licenses within six months

Bachelors Degree Preferred or at least 3 - 5 years of industry experience

Prior or current leadership required


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