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Customer Service Manager

Customer Service Manager

Job Description

req1875

Customer Service Manager

FL-Jacksonville

Customer Service Manager

Position Description
The Customer Service Manager is responsible for the daily management and supervision of the customer service team. Manager is responsible for coaching and development of Representatives, facilitate training, conduct observations and performance management. Resolve escalated customer issues in an efficient and professional manner.
•Provide ongoing training and development of the Portfolio Account Reps
•Hold team members accountable to their established responsibilities
•Develop proven mentoring techniques to help every team member realize their performance potential
•Monitor performance of Portfolio Account Representatives to ensure the level of service is maintained within defined parameters
•Participate in the design and development of systems and/or process enhancements to meet the needs of our vendors and customer base
•Use CIT Performance Management System to establish accountabilities, provide ongoing feedback, conduct performance appraisals, and create/support development plans
•Deal tactfully, yet decisively, with unacceptable employee behavior and performance issues
•Responsible for ensuring compliance with Company’s performance metrics related to phone, system maintenance, contract adjustment and issue resolution
•Support Origination and Service Team in workflow to meet Company’s operational initiatives
•Ensure that the department service level is within established guidelines, this includes call volumes and correspondence
•Handle all escalated calls and correspondence professionally, responding within an acceptable timeframe
•Ensure that the IVR system is working properly throughout each workday, tracking and communicating all issues promptly to upper management
•Provide upper management with various monthly reports associated with staffing allocations and call volumes
•Demonstrated supervisory skills including ability to develop and motivate
•Demonstrated ability to interact with all levels of management
•Problem/issue resolution capability
•Demonstrated success in college if applicable, good GPA
•Demonstrated initiative/confidence and proactive skills
•Ability to work effectively in a fast paced, self-directed, team-based environment
•Strong communication skills (Verbal and Written)
•Strong computer skills, proficiency in MS Office preferred
•Ability to handle multiple tasks, strong organizational/follow-up skills required



College Graduate preferred***
•Equivalent work experience 3 - 5 years in financial services field (bank, mortgage, financial institution, etc.)
•Previous supervisory or management experience (2 years minimum)
Minimum Requires Skills and Experience
College Graduate preferred
•Equivalent work experience 3 - 5 years in financial services field (bank, mortgage, financial institution, etc.)
•Previous supervisory or management experience preferred (2 years minimum)




(*LI-AO1)

Position Description
The Customer Service Manager is responsible for the daily management and supervision of the customer service team. Manager is responsible for coaching and development of Representatives, facilitate training, conduct observations and performance management. Resolve escalated customer issues in an efficient and professional manner.
•Provide ongoing training and development of the Portfolio Account Reps
•Hold team members accountable to their established responsibilities
•Develop proven mentoring techniques to help every team member realize their performance potential
•Monitor performance of Portfolio Account Representatives to ensure the level of service is maintained within defined parameters
•Participate in the design and development of systems and/or process enhancements to meet the needs of our vendors and customer base
•Use CIT Performance Management System to establish accountabilities, provide ongoing feedback, conduct performance appraisals, and create/support development plans
•Deal tactfully, yet decisively, with unacceptable employee behavior and performance issues
•Responsible for ensuring compliance with Company’s performance metrics related to phone, system maintenance, contract adjustment and issue resolution
•Support Origination and Service Team in workflow to meet Company’s operational initiatives
•Ensure that the department service level is within established guidelines, this includes call volumes and correspondence
•Handle all escalated calls and correspondence professionally, responding within an acceptable timeframe
•Ensure that the IVR system is working properly throughout each workday, tracking and communicating all issues promptly to upper management
•Provide upper management with various monthly reports associated with staffing allocations and call volumes
•Demonstrated supervisory skills including ability to develop and motivate
•Demonstrated ability to interact with all levels of management
•Problem/issue resolution capability
•Demonstrated success in college if applicable, good GPA
•Demonstrated initiative/confidence and proactive skills
•Ability to work effectively in a fast paced, self-directed, team-based environment
•Strong communication skills (Verbal and Written)
•Strong computer skills, proficiency in MS Office preferred
•Ability to handle multiple tasks, strong organizational/follow-up skills required



College Graduate preferred***
•Equivalent work experience 3 - 5 years in financial services field (bank, mortgage, financial institution, etc.)
•Previous supervisory or management experience (2 years minimum)
Minimum Requires Skills and Experience
College Graduate preferred
•Equivalent work experience 3 - 5 years in financial services field (bank, mortgage, financial institution, etc.)
•Previous supervisory or management experience preferred (2 years minimum)




(*LI-AO1)

CIT is an Equal Opportunity Employer

Job Requirements

The Customer Service Manager is responsible for the daily management and supervision of the customer service team. Manager is responsible for coaching and development of Representatives, facilitate training, conduct observations and performance management. Resolve escalated customer issues in an efficient and professional manner

Job Snapshot

Employment Type Full-Time
Job Type Admin - Clerical
Education 2 Year Degree
Experience None
Manages Others Not Specified
Industry Banking - Financial Services
Required Travel Not Specified
Job ID req1875
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Customer Service Manager


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