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Customer Service Manager

Company: Vitalant
Location: Emeryville
Posted on: February 15, 2019

Job Description:

Customer Service Manager PRIMARY PURPOSE: Under limited direction, this position is responsible for meeting internal and external customer needs through effective assessment and intervention for Shared Services. DUTIES AND RESPONSIBILITIES: Performs all assigned duties in compliance with internal SOPs and external regulations. Brings compliance issues to the attention of management. Assures quality customer service to all customers. Maintains good attendance and punctuality per the absence policy. Serves as a liaison between Shared Services and customers. Remains knowledgeable of current Shared Services contact procedures and processes. Provides support of customer base and responds to inquiries and resolves concerns. Monitors value added services to customers. Develops customer service measurement methods. Tracks and reports results to management and customers. Provides routine reports related to operational status and progress of customer service. Remains knowledgeable of competitive activities, economic, political, and technical information and developments that may impact satisfaction with customers. Develops and maintains effective customer service through the development and presentation of employee and customer workshops and programs. Develops scripts for the Customer Contact Center to attract and retain new and current donors. Remains abreast of changes and developments in the blood banking industry related to regulations and standards and provides direction to implement required changes. Establishes and maintains a network of professional relationships. Performs all other duties, at the discretion of management, as assigned. REQUIREMENTS: Knowledge/ Education Bachelor's degree or equivalent combination of education and experience required. Licenses/ Certifications CA driver's license and acceptable driving record required. Experience Five years related experience required. Multi-disciplinary monitoring customer service experience preferred. Skills/Abilities Must possess the skills and abilities to successfully perform all assigned duties and responsibilities. Must be able to maintain confidentiality. Ability to work effectively with all levels of staff and management to provide consistent high levels of customer service. Effective oral and written communication skills. Ability to think strategically and independently. Must have analytical, statistical, personal organization, and problem solving skills. Able to organize, prioritize, and execute a variable workload and multiple priorities. Ability to establish priorities and follow through on projects, paying close attention to detail with minimal supervision. Must have proficient computer skills. EEO/Minorities/Females/Disabled/Veterans Our organization is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail or call 1- to let us know the nature of your request. A representative will respond to accommodation requests within two business days. Please note that this email/phone number is for medical/disability accommodations only and any other inquiries will not receive a response. For more EEO information about applicant rightsclick here For information about Pay Transparency rightsclick here Our organization participates in E-Verify, for more informationclick here All candidates who receive a conditional written offer of employment will be required to undergo a pre-employment drug test in accordance with the Company's established guidelines. . . All candidates who receive a conditional written offer of employment will be required to undergo a pre-employment drug test in accordance with the Company's established guidelines

Keywords: Vitalant, San Francisco , Customer Service Manager, Hospitality & Tourism , Emeryville, California

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