Community Brands is a software company that helps organizations achieve social good. Through our technology, we assist more than 100,000 associations, nonprofits, K-12 schools, faith-based organizations, and partners grow stronger and achieve their missions. The Community Brands culture is one where employees can pursue this passion as part of their profession, and were looking for great employees to join us!
As part of our continuous growth, we are seeking for a CUSTOMER SUPPORT TEAM MANAGER to join our power team!
GENERAL FUNCTION
Supervises a staff of customer support representatives that provide support to customers and/or end users. Manages the daily workload to ensure required service volume and quality levels are attained. Assists with critical customer escalations. Trains and coaches staff in standard policies, procedures, and best practices.
DUTIES & RESPONSIBILITIES
- Manages a team of support specialists, monitors and reviews responses and resolutions with customers
- Provides coaching and feedback in regular one on ones with employees
- Evaluate team activities against KPIs
- Accountable for all aspects of the client relationship; training services team on technology, communication, review and comprehend reporting metrics around clients to identify areas for improvement
- Manages critical customer issues and expectations
- Guides team to accomplish goals that are set
- Estimates headcount and assigns work to meet these needs
- Participates in performance management and evaluations of team members
- Participates in hiring of team member
We would love to chat if you have:
Experience
- Bachelors Degree or equivalent experience
- Salesforce experience is a MUST
- 3-5 years of experience working in a customer support and/or call-center environment
- 1-3 year of experience of management experience
- Experience working in technology is preferred
Computer/Technical
- Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
- Demonstrate ability to learn and understand complex office software applications
Other Skills
- Strong leadership and development skills
- Strong organizational skills
- Excellent verbal and written communication skills
- Telephone skills/etiquette; call screening
- Ability to prioritize work and handle multiple tasks
- Excellent time management skills
- Meeting scheduling and logistics
- Attention to detail
Good People, Doing Good Things
Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us. And we look forward to you being part of our story!
At Community Brands, a great company awaits you!
- Market-Competitive Compensation
- Generous Allowances and Benefits
- Hybrid Work Setup
- Quarterly Performance Bonus
- Annual Increase2 FREE Dependents HMO Coverage (UPON EMPLOYMENT)
- Leave Credits Upon Employment
- Annual Leave Credit Conversion
- Medical Insurance
- Comprehensive Life Insurance
- Dental Coverage
- Casual Environment
- Purpose Driven Culture
- Work-life Balance
- Passionate about Community Involvement
- Equal Opportunity Employer
All persons hired will be required to:
- verify their identity,
- verify they are eligible to work, without sponsorship, in the country they are to be employed in, and
- complete any required employment eligibility verification form upon hire.
