Office Manager

**Description**

**Responsibilities**:

- Monitor and manage customer service operations through various communication channels.
- Provide support and guidance to call center employees, including training, coaching, and performance management.
- Handle customer concerns, objections, and escalations in a professional and timely manner.
- Ensure that customer inquiries and issues are resolved efficiently and to the satisfaction of the customer.
- Analyze data and metrics to identify areas for improvement and implement strategies to enhance customer service processes.
- Collaborate with other team members to maintain high standards of customer satisfaction and service quality.
- Communication Monitoring: Monitor and analyze customer interactions across multiple channels to ensure a high standard of service.
- Collaborate with cross-functional teams to identify opportunities for process improvement and implement efficient solutions.
- Monitor and improve billing and collections efforts
- Manage effective and productive routing and scheduling for our service technicians

**Requirements**:

- Bachelor's degree preferred.
- **Minimum of 3 years of management experience in the call center industry.**
- Proven track record of effectively managing and coaching call center employees.
- **Excellent English language skills for both verbal and written communication is a must.**
- Strong problem-solving skills and the ability to handle customer concerns and objections with empathy and professionalism.
- Able to successfully handle escalated customer service calls and effectively handle and solve the customer service issues.
- Proficiency in using technology and software tools for communication and data analysis.
- Highly organized with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
- Flexibility to adapt to changing priorities and business needs.
- Positive attitude and a commitment to delivering exceptional customer service.
- Have a desire to lead and excel in the company’s core values

**Benefits**:

- Competitive Pay
- Remote work opportunity
- Paid time off after period of time
- Professional development and training opportunities

Pay: $25.00 - $40.00 per hour

Expected hours: 40 per week

Application Question(s):

- This is a virtual job. Do you have a good computer, internet speed and noise canceling head set?

**Language**:

- English (required)