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Customer Service Manager

HonorSociety.org Organization Overview:
HonorSociety.org is a fast-growing college honors organization that gives students the tools and recognition to succeed. HonorSociety.org leads the way for ambitious students and graduates, from scholarships & member discounts to test preparation & career placement tools. A tradition of success, built for today and tomorrow. Build the future. 
 

Love what you do. Watch one of our ceremonies! 

https://www.youtube.com/watch?v=w5d3evYoziI

 

Role

HonorSociety.org is currently seeking a Customer Happiness & Service Manager in a role to manage and perfect existing customer service tasks, and plan for the expansion of our customer service channels.

The role involves day-to-day monitoring of inbound emails and producing responses, expanding on our existing customer service roll out plan, leading the implementation of a mobile customer service software tool and creating and documenting associated workflows, and creating customer service rep training and process materials.

 

Skills/Qualities

HonorSociety.org is looking for an experienced Customer Service Manager who can execute day-to-day customer service activities flawlessly, help us implement a mobile customer service software tool, and who has the vision and planning skills to develop our long-term customer service plan and manage the vendor selection process.

The successful candidate must be someone who is personable, good-natured, well presented, and conducts themselves with strong, honest values.

Outstanding verbal and written communication, and interpersonal skills, along with the ability to excel in a dynamic and fast-paced environment, and demonstrated experience in customer service and vendor selection are all considered ‘best matches’ within our dynamic culture and environment.

 

Essential Duties And Responsibilities

Manage the daily operation of customer service responses.
Suggest and document improvements in our customer service process.
Expand our self-service customer support offering of FAQs.
Lead in the implementation of a mobile customer service software tool, and create and document associated workflows.
Improve our existing customer service development plan and establish staffing needs and job descriptions.
Report to the leadership and attend executive meetings.
Understand the organization's domain and constructively improve desired outcomes.

 

Required Knowledge And Expertise

  • At least 2 years’ customer service experience.
  • Experience with ZenDesk highly preferred. 
  • Experience managing multi-channel customer service, including email, chat, website, social media and inbound phone.
  • Experience building and managing customer service teams.
  • Experience creating and documenting workflow processes.
  • Preferred experience with outsourced or offshore customer service solutions.
  • Preferred experience managing vendor selection process, including creating requirements, reviewing proposals and making selection recommendations.
  • Willingness to roll up your sleeves and execute day-to-day tasks when needed.

 

Education Profile & Experience

Preference will be given to candidates who have a bachelor’s degree. The successful candidate must also have at least 2 years of experience in customer service.

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