Customer Service Manager

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    "requisitionDescription": "<div><div><div>\n    <link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n    <link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n\n    <div class=\"fr-view\">\n      <p style=\"margin: 0in 0in 11.25pt; line-height: normal; box-sizing: border-box; color: rgb(0, 0, 0); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 15px; font-family: Calibri, sans-serif; background: white;\"><span style=\"box-sizing: border-box; font-family: Arial, sans-serif; color: rgb(65, 65, 65);\">At LendingPoint, we believe that everyone deserves to feel the power of possibilities. As an online fintech company, we&rsquo;ve created advanced consumer, small business, and merchant point-of-sale lending solutions to unlock access to affordable loans and empower those working to build their financial potential. By creating technology that sees your potential, we&rsquo;re driving a better lending and borrowing experience by finding more reasons to say &ldquo;yes.&rdquo;</span></p><p style=\"margin: 0in 0in 11.25pt; line-height: normal; box-sizing: border-box; color: rgb(0, 0, 0); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 15px; font-family: Calibri, sans-serif; background: white;\"><span style=\"box-sizing: border-box; font-family: Arial, sans-serif; color: rgb(65, 65, 65);\">More than just a job, LendingPoint is an exciting career choice where you&rsquo;ll bring your expertise and experience to a talented team focused on providing an exceptional customer experience. &nbsp;</span></p><p style=\"margin: 0in 0in 11.25pt; line-height: normal; box-sizing: border-box; color: rgb(0, 0, 0); font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; font-size: 15px; font-family: Calibri, sans-serif; background: white;\"><span style=\"box-sizing: border-box; font-family: Arial, sans-serif; color: rgb(65, 65, 65);\">Are we speaking about you? &nbsp;Then keep reading.</span></p><p><strong>JOB SUMMARY:&nbsp;</strong></p><p>Responsible for managing customer service department to achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.</p><p>&nbsp;</p><p><strong>ESSENTIAL JOB FUNCTIONS:</strong></p><ul><li>Meet customer service department and financial objectives.</li><li>Ensure customer payments are processed correctly and on time.</li><li>Maintain or improve, if needed, customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.</li><li>Manage customer service department/employees:<ol><li>Set daily goals and objectives; communicate the expectations and work with customer service supervisors to ensure goals and objectives are met.</li><li>Equitably distribute customer cases among customer service representatives.</li><li>Participate in the interview and candidate selection process to fill open customer service employee requisitions.</li><li>Monitor and evaluate employee performance; provide training, coaching, and feedback in a constructive manner, when necessary; document all discussions and actions appropriately.</li><li>Ensure that customer service representatives have the tools and/or resources necessary to perform their jobs.</li></ol></li><li>Set and maintain high customer service standards:<ol><li>Monitor calls to ensure customer satisfaction and compliance using designated system.</li><li>Resolve customer escalations or service issues beyond representative/supervisor&rsquo;s capability/authority.</li><li>Audit cases when necessary</li><li>Create and submit department progress reports to appropriate management using designated system.&nbsp;</li><li>Review daily statistics, look for discrepancies, study and evaluate information to improve customer quality using designated system.</li><li>Communicate with appropriate internal teams (e.g. TQM) and implement provided solutions, if needed.</li></ol></li><li>Update knowledge by participating in educational opportunities including knowledge regarding software used for customer service (e.g. Salesforce, Cloud Lending, RingCentral, and Loan Hero Update portal)</li><li>Must be able to work a flexible schedule.&nbsp;</li></ul><p><br></p><p><strong>MINIMUM QUALIFICATIONS:&nbsp;</strong></p><ul><li>High school diploma or equivalent required, Bachelor&rsquo;s degree in a related field of study preferred.</li><li>1-2 years&rsquo; experience managing employees.</li><li>3-5 years&rsquo; experience in a customer support role.</li><li>Working knowledge of Salesforce, preferred.&nbsp;</li><li>Proficient in MS Office Suite&nbsp;</li><li>Ability to easily establish rapport and credibility with a variety of customers, coworkers, management, etc.&nbsp;</li></ul><ul type=\"disc\"><li>Results-oriented approach</li><li>Excellent organizational and leadership skills</li></ul>\n    </div>\n  </div></div></div>\n",
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