Job Title: Customer Service Manager

Are you passionate about delivering exceptional customer experiences? Do you thrive in a leadership role where you can mentor and develop a team? We're looking for a dynamic Customer Service Manager to join our team and drive customer satisfaction to new heights!

Unleash your leadership prowess and join our dynamic team as a Customer Service Manager in the heart of vibrant Chicago. Embrace the opportunity to champion exceptional experiences, empower a diverse workforce, and drive innovation in a city renowned for its rich cultural tapestry. In this pivotal role, you'll craft strategies to elevate customer satisfaction, foster an inclusive culture, and cultivate an environment where every voice is valued. Immerse yourself in Chicago's bustling energy while leading a team dedicated to unparalleled service that resonates with clients from all walks of life. Your strategic vision and people-centric approach will propel our organization to new heights, ensuring unparalleled service that resonates with clients from all walks of life. Seize this chance to leave an indelible mark, thrive in an equitable, purpose-driven workplace, and experience the unique blend of cosmopolitan sophistication and Midwestern warmth that defines the Windy City.

Job Summary:

As our Customer Service Manager, you will be responsible for leading and developing our customer support team, ensuring that our customers receive top-notch service and support. You'll play a pivotal role in creating and implementing customer service strategies, resolving escalated issues, and analyzing data to drive continuous improvement.

Key Responsibilities:

• Lead, mentor, and develop a high-performing customer support team.
• Develop and implement customer service strategies and best practices.
• Monitor team performance, set goals, and provide regular feedback.
• Handle escalated customer inquiries and resolve complex issues.
• Analyze customer service metrics and identify areas for improvement.
• Serve as a key point of contact for clients, building and maintaining strong relationships.
• Collaborate with cross-functional teams (sales, marketing, etc.) to improve the overall customer experience.
• Track and report on key performance indicators (KPIs) related to customer satisfaction.
• Design and monitor client journey maps to identify pain points and opportunities for improvement.
• Develop and deliver training programs to internal teams.
• Advocate for the client's voice within the organization.

Required Skills & Qualifications:

• Bachelor's degree in Business, Management, or a related field (Master's degree preferred).
• 5+ years of experience in customer service, client experience, or account management, preferably in a B2B environment.
• Proven experience in a customer service leadership role.
• Strong problem-solving, communication, and interpersonal skills.
• Excellent organizational and leadership abilities.
• Strong analytical skills with the ability to interpret data and drive improvements.
• Experience with CRM systems and customer feedback tools.
• Proficiency in Microsoft Office suite, especially Outlook.
• Ability to lead cross-functional teams and manage multiple projects.
• Experience within a Utilities company (Ideal).
• Knowledge of Service desk process (Ideal).
• Knowledge of specific Alinta systems is highly desirable (Ideal).
• PC/Database skills, Trouble Shooting skills, Data entry skills.

Skills & Knowledge Requirements

The individual will be responsible for:

The individual will have the following core duties:

Key Responsibilities:

• Lead and mentor the customer support team.
• Develop and implement customer support strategies.
• Monitor team performance and set goals.
• Handle escalated customer issues.
• Analyze support metrics and drive improvements.
• Serve as the primary point of contact for key clients, building and maintaining strong, trust-based relationships.
• Gather, analyze, and act on client feedback through surveys, interviews, and other channels to identify areas for improvement.
• Collaborate with sales, marketing, product, and support teams to align client experience initiatives with business objectives.
• Design and monitor client journey maps to identify pain points and opportunities for improvement.
• Develop and deliver training programs to internal teams on best practices for client engagement and service excellence.
• Track and report on key performance indicators (KPIs) related to client satisfaction, retention, and Net Promoter Score (NPS).
• Advocate for the client's voice within the organization, influencing product development and service enhancements.
• Stay current with industry trends and best practices in client experience management.

Qualifications & Expectations

List of Duties