Call Center Manager

Delasco, building an operation in Plano, provides supplies, products, and services valued by dermatologists and licensed practitioners treating skin, hair, and nails. Delasco started in 1980 by a dermatologist for dermatologists and has been creating solutions for over 40 years.

Delasco is seeking a customer focused and team oriented manager to manage customer service representatives in daily operations which include improving customer satisfaction, building staffing plans, resolving customer complaints, producing statistical reports, and developing and managing projects. This position will oversee at least 6 customer service representatives in a remote work environment.

The role will be responsible for. . .

  • Achieves customer service objectives by contributing customer service information and recommendations, building action plans, implementing customer service and quality standards, resolving problems and implementing change.
  • Builds a high performing customer service team by selecting, training, assigning, scheduling, coaching, communicating job expectations, monitoring, and rewarding the right behaviors.
  • Advises Customer Service team on researching and resolving customer concerns, difficult orders, and complaints, reviews pending order report, monitors customers financial data, and purchasing updates.
  • Makes recommendations for improvement and leads projects to implement the change.

The ideal candidate will have. . .

  • Ability to review daily and weekly reports, monitor service targets and exceed service standards.
  • Ability to listen attentively and use skillful questioning to clarify a situation.
  • Ability to build project plans and execute on the project.
  • Ability to work under pressure, handle multiple projects/tasks and meet deadlines.
  • Ability to effectively function under pressure and maintain self-control in the face of conflict.
  • Ability to express oneself in a clear, concise and professional manner in interactions with others and in written business communications.
  • Ability to analyze situations using a logical, systematic, and sequential approach in order to make difficult decisions and effectively solve problems in a timely manner.
  • Ability to delegate responsibility, mentor, coach and work with others to develop their capabilities.
  • Ability to work proficiently with computers, internet & web-based systems.
  • Ability to set goals and expectations for self and others.
  • Ability to influence others’ support for ideas, proposals and solutions.
  • Ability to work cooperatively with others.
  • Ability to maintain confidentiality.

Education & Experience: Bachelor’s degree or equivalent work experience. 5 years previous Customer Service experience and 3 years previous Management experience.

Job Type: Full-time

Pay: $60,000.00 - $75,500.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Employee discount
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Vision insurance

Schedule:

  • Day shift
  • Monday to Friday

Experience:

  • Management: 3 years (Preferred)
  • Customer Service: 5 years (Preferred)

Work Location:

  • One location

Work Remotely:

  • Temporarily due to COVID-19

Work Location: One location

Company
Delasco
Posted
11/14/2021
Salary Range
$26,000.00 - 47,000.00
per Year
Salary range estimated by
Location
Plano, TX 75074, US
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