ACCURATE STAFFING IS GROWING AGAIN !

Accurate Staffing Customer Service Manager 

Overview

Accurate Staffing is seeking a motivated, energetic and experienced Customer Service Manager to lead, mentor and manage our Customer Service team. This person will help transform the overall experience for our customers, ensuring that service levels continue to improve as we scale our business. Equal parts customer friendly and metrics driven, this is a results-oriented role charged with setting targets, tracking placements and improving both efficiency and performance throughout the team.

To do this, we focus on 3 simple things: (1) Hiring and developing great people, (2) Building great products quickly and (3) Turning customers and employees into raving fans. We’re looking for individuals that are passionate about and can help us deliver on those 3 simple (but hard to achieve) tenets.

Responsibilities

• Direct line manager for the Customer Service/ Recruiter Team
• Relies on extensive experience and judgment to plan and accomplish goals
• Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans
• Completes system audits and analyses; manages system and process improvements and quality assurance programs
• Ensures case and problem management procedures are followed by all team members
• Tracks performance, metrics and routine updates to upper management
• Escalation point for both internal and customer issues to ensure prompt communication of status and setting appropriate expectations of actions and timelines
• Performs regular 1 on 1's, quarterly check-ins, and annual reviews for staff; focused on mentoring, professional developments, and ensuring team performance to expected levels
• Regular checks of call logs and emails for mentoring, cross training and quality assurance to ensure that we are providing customers with best in class support and service

Qualifications

• Strong background in customer service
• 3+ years of experience as a Customer Support/ Service Manager
• Proactive management style, able to motivate, hold accountable, and think strategically
• Solid experience in managing, mentoring and structuring customer support teams
• Track record for handling escalated issues appropriately
• Strong communication skills within team, between teams and with management

We value people who are smart, passionate and get things done. Fit is the most important criteria for us when hiring. So, when we say “fit,” what does that mean to us? To “fit” at Accurate Staffing you must be:

• Energetic and Outgoing: People can feel your energy through the phone and see it when you walk in the door. You love what you do and meeting new people and it shows
• Get Things Done: You’re not afraid to roll up your sleeves, take responsibility and make things happen as an individual contributor but also know how to drive your team to do the same. Once you start them, you like to finish things, not just “checking the box” but making sure that they get done and done right.
• Empathetic and Respectful: You truly appreciate other’s perspectives. You put yourself in others shoes and go out of your way to ensure that all perspectives are heard and understood before decisions are take
• Intellectually Curious: You love learning about people, products, services and enjoy finding creative solutions to challenging situations.
• Willing to Make Mistakes and Intellectually Honest When You Do: You are not afraid to make mistakes and, when you do, you admit them, learn from them and ensure they don’t get repeated in the future. Placing blame and spending time pointing fingers is not part of your DNA…learning enough to make sure we don’t repeat the mistake is.