Manager, Client Contact

GENERAL DUTIES & RESPONSIBILITIES • Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email. • Monitors operations to ensure adherence to service level standards and company/department policies and procedures. • Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers. • Ensures adequate phone coverage including making decisions regarding scheduling changes. • Acts as an escalation point for resolving the most difficult customer issues. • Evaluates the quality of customer service associates’ calls from customers; provides feedback to reps on strengths and areas for improvement.…