Customer Support Operations Manager Activation Onboarding

Position Summary:

Takes initial customer calls and answers general questions regarding company products and services. Refers callers to appropriate resources including inbound sales, billing, technical support, etc. Follows-up to customer inquiries regarding orders, shipment tracing, returned goods, etc. May determine caller eligibility for technical support and transfers calls to technical support queues. Other responsibilities include data entry, use of internal databases to answer customer questions and writing internal/external non-technical documentation. Documents customer concerns and forwards complaint trends to appropriate departments.

What you bring to the role:

Manages experienced professionals who exercise latitude and independence in assignments. Sets goals and objectives for team members for achievement of operational results. Problems faced may be difficult to moderately complex. Influences others outside of own job area regarding policies, practices and procedures.

Manages a staff of professional and support associates. Makes day-to-day decisions for group/department. Adapts departmental plans and priorities to address resource and operational challenges. Assignments are defined in terms of activities and objectives.

Objectives for assigned area defined by upper management. Some latitude to make decisions to achieve defined goal.

Will generally have assumed at least the Senior Professional level of experience before becoming a manager. Regularly applies expertise in day-to-day activities. May fill the role of a staff member in complex situations. Requires a four year college degree (or additional relevant experience in a related field). Minimum 5 years functional experience including a minimum of 4 years of position specific experience and 2 years of supervisory experience or 4 years of leadership experience.