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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer service operations, coaching representatives, and implementing strategies to enhance productivity and customer satisfaction. Proven ability to handle complex complaints and collaborate effectively with cross-functional teams.
Highest-signal resume keywords
Customer Service ManagementPerformance Goal SettingComplex Complaint ResolutionTraining and DevelopmentCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service OperationsPerformance TrackingProcess ImprovementQuality AssuranceData Analysis
Soft Skills
CoachingFeedback ProvisionProblem SolvingCommunicationLeadership
Certifications & Qualifications
Bachelor’s Degree
Industry Keywords
Customer SatisfactionCall Resolution TimeEscalated IssuesCustomer ExperienceStakeholder Engagement
About the role
Key responsibilities & impact- Manage customer service operations within a geographic region
- Supervise customer service operations across multiple terminals
- Coach customer service representatives, set performance goals, and provide feedback
- Track call resolution time, customer satisfaction scores, and representative productivity
- Review customer service calls and interactions for adherence to company standards and quality guidelines
- Handle complex customer complaints and escalated issues
- Provide ongoing training and development with customer service trainers
- Collaborate with sales, operations, and internal stakeholders
- Develop and implement strategies to improve processes, productivity, and customer experience
Requirements
What you’ll need- Bachelor’s degree in business or a related area (preferred)
- 5+ years of customer service experience
- Prior management experience
- Willingness to travel 25% or more of the time
Benefits
Comp & perks- Competitive compensation
- Great benefits
- Learning new skills and advancement opportunities
- Employee performance rewards
- Support from leadership and team from day one