Customer Service Account Manager
Location: Houston, Texas
Customer Service Manager
The "IBT" NETWORK is seeking a Customer Service Manager to manage the our escalation team. This role will function as the coach, quality assurance, and escalated issues contact. Position requires candidates to be committed to a professional, highly customer-focused customer service and sales environment.
RESPONSIBILITIES:
* Monitoring the call queue to maximize customer service while maintaining service levels.
* Performing and reporting on Quality Assurance levels for the Network.
* Coaching agents on areas of opportunity/rewarding agents to reinforce positive behavior.
* Training new agents on The "IBT'S plans, policies, and new market opportunities.
* Researching and resolving escalated customer disputes.
* Reporting on Escalation Team’s call, email, and chat statistics
Required Experience & Skills
* 2+ year sales and customer service experience
* 1+ year of Call Center Management experience
* Excellent verbal communication skills
* Ability to work in a fast paced environment
* Understand sales techniques and customer needs
* GREAT Attitude
Preferred Experience & Skills
* Bilingual Spanish and English
* 2 + Years Call Center Management experience
* Good Analytical and problem solving skills
* Proficient in Excel, PowerPoint and Word
* Knowledge of energy/deregulation
The role offers an excellent opportunity for the right candidate to grow in the role as the company grows. This is a salaried position with stock options for the right candidate. The position includes coverage for medical, dental, and vision, as well as a paid time off program.
REQUIREMENTS :
- BA/BS or equivalent required
- High level of experience in partner management, strategic account management, and/or client-facing product management with an Internet or search company and understanding of online advertising, including paid search, contextual search, graphical and rich media advertising formats
- Experience with Internet video a huge plus
- Revenue focused, negotiation and analytical skills across contractual, technical and financial areas all pluses
- High level of comfort escalating and presenting key deal issues to senior management
- Strong understanding of and interest in the impact of Internet technologies on consumption of media across the US. EMEA experience a plus.
- Track record of excellent partner communication and presentation skills and ability to quickly understand contracts with strong attention to detail
- Willingness and desire to be a key individual contributor and strong team player
Job Post Created:
CAREERS
