Client Services Manager
| Company: Salary: Location: |
MindFireInc Based on Experience Irvine, CA 92606 |
Status: Relevant Work Experience: Education Level: |
Full Time, Employee 5 years Bachelor's Degree |
Description
MindFireInc has rapidly evolved from a startup founded in 1999 to a company with more than 350 Clients worldwide. MindFireInc is the leading provider of Personalized URL and Personalized Landing Page technology to the graphic arts and marketing communication industries. Our flagship product, LookWho’sClicking®, offers unprecedented ease of use, allowing non-technical users to deploy cross-media campaigns while also allowing “under the hood” access for developers.
Top talent across the world joins MindFireInc for its “change the world” mentality; the opportunity to excel in a performance-driven, fast-paced, and competitive atmosphere; the chance to be surrounded by peers and leaders that inspire, motivate, and innovate; and a corporate philosophy that incorporates community involvement into its fabric.
Job Description
We are currently seeking an experienced Client Services Manager to take a hands-on role leading our team of dedicated Client Support Specialists in a high volume support center environment. Candidates must have a minimum of 2-5 years of supervisory experience in a technical support environment. In this working manager position, reporting to the EVP of Operations, you will be responsible for supervising the service, support, and training teams, monitoring for client service and quality assurance, hiring, training, coaching and managing employees for outstanding client service. Additionally, you will be responsible for strategizing new and innovative ways to ensure that our client's needs are continually met as the company grows and our client base expands.
The ideal candidate will be a great team leader who possesses excellent motivational, coaching, and training skills.
- Minimum of 5 years business experience, with a preference for career progression in a technical support center (CSR to Supervisor).
- 2+ years of support center supervisory/managerial experience, preferably in a hi-tech environment.
- High volume support center experience supervising an employee base working in a fast paced environment.
- Ability to interface effectively with Sales, Marketing and Engineering departments.
- Strong people management skills including coaching, developing others, promoting teamwork, resolving conflict and conducting performance evaluations.
- Proficiency with support center technologies.
- Bachelor's Degree or equivalent work experience.
- 2-3 years demonstrated experience in hand-coding CSS, HTML, and Javascript.
- Ability to teach others.
- Ability to acquire and apply new technical knowledge quickly.
- Ability to manage stressful client situations successfully; excellent judgment with managing client expectations.
- Clear understanding of sales objectives and sensitivity to sales priorities.
- Knowledge of Internet Browsers (Internet Explorer, Firefox, Netscape, etc.)
- An enthusiastic, positive-minded, service-oriented mindset.
- Ability to work independently as well as in a group.
- Self-starter, proactive “go-getter” a MUST!
- Excellent time management and multi-tasking abilities.
- Supervise the day-to-day operations of support team, including staff scheduling, escalation processes, and performance measurements.
- Supervise the internal team of Client Service Representatives, including performance and salary reviews, hiring, shift scheduling, coaching, training, and career development.
- Respond to client inquiries by taking regular shifts and by being an escalation point.
- Be a passionate advocate for all client issues and work with Product Management and Engineering on product features and enhancements.
- Perform root-cause analysis by verifying technical facts and developing logical conclusions.
- Manage clients' expectations and experience in a way that results in high client satisfaction.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help clients.
- Assist with the design and delivery of product and other technical training.
- Define and describe technical and marketing best practices.
Please send your resume (with a cover letter) including salary history and current salary requirements to Human Resources at hr@mindfireinc.com, fax (949) 474-5967. At this time, MindFire is not working with any third party recruiters or agencies.
