Call Center Manager

Location: Montgomery County, PA
Date Posted: 04-26-2018
Call Center Manager
Montgomery County, PA
To apply: careers@mccloskeypartners.com
 
 
Qualifications:
  1. University degree preferred or two years of college and no less than two years of managerial experience.
  2. Minimum of three years customer service experience.
  3. Proven research and negotiation skills.
  4. Superior written communication skills.
  5. Autonomous and a self-starter.
  6. Management training with proven skill sets.
  7. Ability to work in a team environment.
  8. Passion to learn, ask questions and dedication for the position. 
  9. Superior computer skills (MS Office, Tracking, Excel Platform).
 
Specific Responsibilities:
  1. Review pending tickets and prioritize tasks daily.
  2. High priority response and solutions for all customer issues as assigned.
  3. Master ARCA and consistently use tracking system to monitor pending tickets.
  4. Record all data into ARCA – check spelling and accuracy of the information.  When in doubt ask questions.
  5. Research and solve all invoice discrepancies as assigned.
  6. Research, negotiate, prepare Excel spreadsheets, scrutinize and complete proposed and existing customer bidding analysis prior to providing data to the IS Department.
  7. Negotiate enthusiastically with vendors to assure price decreases for all existing & prospective clients as assigned.
  8. Recommend process improvements.
  9. Resolve all customer service issue/complaints in a timely manner.
  10. Resolve repair issues.
  11. Research and ensure all stores services are compliance with county and state mandates.
  12. Determine needs within department, create metrics to determine accountability factors.
 
Deliverables:
  1. Information delivered accurately and on-time to the management team.
  2. Correct purchase order entry.
  3. Accurate documentation of all e-mails, faxes, purchase orders and letters to vendors and customers.
  4. Clear written and verbal communication with employees, vendors and customers.
  5. Proactive daily follow up for pending tickets and projects.
  6. Assist with tasks as determined by DOO.
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