Customer Service/Call Center Manager

Are you equal parts operational excellence, customer-centric and personnel coach?

ProSites is looking for an accomplished, process oriented Customer Service/Call Center Manager to lead our growing Member Services Department in delivering top-notch customer service to our 7,000+ and growing members subscribing to our website software, service & support. The Manager exudes passion for digital marketing, operational excellence, and coaching. He/she is responsible for the fulfillment of company objectives related to customer on-boarding and retention and can ascertain and manage scalability for an expanding account base.

The Manager is responsible for effectively and efficiently overseeing the daily activities of the Member Services team in terms of incoming Member requests and technical support, intra- and inter-departmental workflows, and proactive customer outreach. He/she establishes metrics and reports on key performance indicators for customer support and call center operations to create continuous operational and customer satisfaction improvements, support corporate growth goals and determine methods of course correction necessary to achieve and sustain desired results. Also serves as voice of customer, understanding customers’ needs and paint points and help translate expectations into executable strategies in conjunction with leadership of Products, Marketing, Accounting, Sales, IT and Managed Services.

Knowledge, Skill & Abilities:

• Min. 5 years management experience of front-line customer service personnel, preferably for technology company.
• Min. 1 year in a customer service role, preferably in a technology setting.
Bachelor’s degree in English, Journalism or Creative Writing, or other work experience in digital marketing preferred.
• In depth understanding of call center metrics that affect service level agreements and drive customer retention and satisfaction.
• Excellent interpersonal skills, including the ability to communicate articulately both verbally and in writing, and translate complex subjects for a diverse audience.
• Extensive customer service experience including managing difficult situations constructively.
• Strong time management and project management skills.
• Proven methods to manage self and others, including delegation, while implementing auditing procedures to verify outcomes.
• Ability to employ a high degree of discretion in dealing with confidential matters.
• Familiarity with best practices and trends in digital marketing strongly desired.

This role is office-based in our Temecula, CA headquarters (not available for tele-commuting).

Interested in applying? Send your resume to careers@prosites.com and put Customer Service Manager in the subject line.