ReadingRecruiter
the smart solution for Reading jobs

Manager, Customer Service

Company: Santander Bank
Location: Reading
Posted on: February 14, 2019

Job Description:

Description: [POSITION SUMMARY] The Manager, Customer Service is responsible for solving complex, multi-faceted problems facing day-to-day operations, ensuring quality and efficiency of the customer service department through daily management of team members and delivering simplified solutions that will allow the department to seamlessly provide exceptional customer service. S/he will also support business leaders and senior management in the implementation and execution of business strategy and growth initiatives for the Customer Service department.[RESPONSIBILITY STATEMENTS]Coaches the team to achieve customer loyalty through reduction of customer effort, issue and problem resolution, and delivering service excellence.,Coordinates and manages the implementation of major initiatives impacting customers and the Customer Service team.,Develops effective service concepts to ensure the team meet or exceed established departmental goals, while maintaining compliance to policies, code of ethics, and all Federal, State and local laws,.,Ensures Customer Service team consistently adheres to Company policies and procedures, code of ethics and all Federal, State and local laws.,Leads initiatives for customer service including risk mitigation, operational quality and continuous improvement.,Leverages relationships with internal business partners to improve performance efficiencies and identify process improvements.,Manages performance issues as needed to ensure associates meet or exceed minimum department expectations.,Mitigates risk by ensuring direct and indirect reports adhere to federal regulations and Company policies.,Monitors and analyzes various management information reports to identify problem areas, ways to improve resources allocation and ensure proper implementation of strategic plans.,Monitors and evaluates service performance to ensure first call resolution and quality standards are met or exceeded to create customer loyalty., Monitors and maintains compliance requirements and code of ethics.,Organizes daily work flow and appropriate staffing for Customer Service team.,Prepares staff to provide appropriate levels of support to customers, both internal and external.,Provides ongoing operational development, leadership, coaching and training to front line Customer Service representatives.Qualification: [EDUCATION] Bachelor's Degree;,or equivalent work experience; [WORK EXPERIENCE] 5-9 years; Management/leading of a Customer Service/ Customer Support function. [SKILLS AND ABILITIES] Ability to adjust to new developments/changing circumstances.,Ability to analyze risk and design efficient control practices to minimize risk.,Ability to build relationships and trust with team members and customers.,Ability to convey a sense or urgency and drive.,Ability to develop goals and consistently seek learning opportunities in order improve.,Ability to interact with senior level management; experience interfacing with multiple levels of the organizational structure.,Ability to lead, influence and direct peers, subordinates and management.,Ability to make effective decision making on complex matters.,Ability to multi-task and meet strict deadlines.,Excellent critical thinking skills with the ability to be adept in identifying and resolving complex customer service problems., Excellent interpersonal, supervisory, and customer service skills required.,Excellent written and verbal communication skills.,Practical knowledge of Customer Service best practices, identification, resolution and implementation.,Self-directed, self-motivated and demonstrated experience providing ideas and solutions to further business understanding.,Superior analytical, problem solving and critical thinking skills. [PHYSICAL DEMANDS] Minimal physical effort such as sitting, standing, and walking. [COMPETENCIES] Adapts quickly to change and makes suggestions for increasing the effectiveness of changeAppropriately shifts attention and refocuses on new goals as a result of changes in priorities or competing work demands,Assesses problem situations and initiates effective interventions that result in customer satisfactionTakes time to develop and maintain relationships with customers,Communicates in a timely and straightforward mannerProbes for additional information, clarifies assumptions and confirms agreed-upon actionsKeeps everyone involved informed about progress and issues,Communicates the importance and benefits of risk management to counterpartsDisplays natural skepticism and curiosity to question the status quo and uncover issuesAdheres to a good root cause analysis process,Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change Provides assistance and coaches less experienced team members,Follows through to meet commitments to others Takes responsibility for achieving strong results, despite balancing multiple complex demands,Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious,Probes in-depth to understand the customer?s business needsExplores and understands the customer's alternatives and decision criteria

Keywords: Santander Bank, Reading , Manager, Customer Service, Executive , Reading, Pennsylvania

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Technical Account Manager - Molecular Sieves Job
Description: Req Id 30447 - Posted 01/17/2019 - Sales - King of Prussia. Pennsylvania. US br br The Technical Account Manager - Molecular Sieves position reports to the Technical Sales Manager - ARKEMA Molecular (more...)
Company: Arkema
Location: King Of Prussia
Posted on: 02/22/2019

Restaurant Manager
Description: Uncle Julios serves made-from-scratch Mexican cuisine, using fresh ingredients and authentic recipes to create its signature taste in everything from its mesquite-grilled meats to its hand-crafted margaritas. (more...)
Company: Uncle Julio's
Location: Columbia
Posted on: 02/22/2019

Sales Manager
Description: Sales Manager Must have Outside Sales Experience Looking to settle into a career This position is not just another job with lots
Company: Ajulia Executive Search
Location: Baltimore
Posted on: 02/22/2019


RN - PRN - Care Manager
Description: Einstein Healthcare Network is a private, not for profit organization with several major facilities and many outpatient centers. Our primary mission is to provide compassionate, high quality healthcare (more...)
Company: Einstein Healthcare Network
Location: Philadelphia
Posted on: 02/22/2019

Automotive Tool Field Sales / Territory Manager
Description: Build a Great Career and a Great Life. Feel the freedom independence of managing your own protected route selling our National brands.-- Join our team today as an Automotive Tool Sales / Route with (more...)
Company: Mac Tools
Location: Bensalem
Posted on: 02/22/2019

Events Manager
Description: We have an immediate need for an Events and Marketing Coordinator for a 4-month contract in Belcamp, MD. Events Manager Responsibilities: Work
Company: The BOSS Group
Location: Belcamp
Posted on: 02/22/2019

Automotive Outside Sales / Route Sales Manager -- Full Training----
Description: Build a Great Career and a Great Life. Feel the freedom independence of managing your own protected route selling our National brands.-- Join our team today as an Automotive Tool Sales / Route with (more...)
Company: Mac Tools
Location: Owings Mills
Posted on: 02/22/2019

RN Unit Manager
Description: Overview br br Sunrise is the best place that I've ever worked, simply because of the people. We provide quality care in an environment that feels like home. Our focus is doing what's right for the (more...)
Company: Sunrise Senior Living
Location: Haverford
Posted on: 02/22/2019

Emergency Department Nurse Manager
Description: An incredible career opportunity just opened up for a Nurse Manager over the Emergency Room with a reputable hospital in the Baltimore area. This is a tremendous opportunity to grow with one of the best (more...)
Company: Nurse Management
Location: Glen Burnie
Posted on: 02/22/2019

Account Sales Manager
Description: In 1987, Red Bull not only launched a completely new product, it created and has led ever since a whole new product category, Energy Drinks. Nowadays Red Bull employs more than 11500 people in over 171 (more...)
Company: Red Bull Distribution Company
Location: Philadelphia
Posted on: 02/22/2019

Log In or Create An Account

Get the latest Pennsylvania jobs by following @recnetPA on Twitter!

Reading RSS job feeds