Client Services Manager or Director at Targeted Talent

Job Description:

Latest job information from Targeted Talent for the position of Client Services Manager or Director. If the Client Services Manager or Director vacancy in Richmond matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Targeted Talent for the position of Client Services Manager or Director below matches your qualifications.

Job Description

Job Summary:

The Client Services Manager/Director will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level client service employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned client service team's performance.
• Assist with budget preparation for the Client Service department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of client service experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor client service representatives.

Job Info:

• Company: Targeted Talent
• Position: Client Services Manager or Director
• Work Location: Richmond
• Country: CA

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Client Services Manager or Director at the office Richmond above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.