Manager, Client Service (Tier 1)

JOB SUMMARY

The Manager, Client Service is responsible for monitoring the North America Tier 1 (T1) Service coordinator queues (Phone system, Salesforce, Webchat) and ensure timely response. This role also has responsibility for client loyalty and satisfaction through performance management, training, coaching, mentoring and motivating staff.

KEY DUTIES & RESPONSIBILITIES

• Train, motivate, mentor, coach and manage the overall performance of staff members to achieve results.
• Ensure delivery of exceptional client service by monitoring the T1 Queues and ensure response time is within the established guidelines.
• Analyze data and run reports for T1 telephony systems and email volumes to identify trends and patterns, determine and resolve root cause issues and increase client satisfaction and loyalty. 
• Manage and control the use of systems and technology (including Salesforrce.com) to achieve efficiency in all client service operations and monitoring and reporting service level statistics and other key performance indicators.
• Develop processes and procedures to achieve national goals and objectives.
• Create and foster partnerships with other internal departments to resolve cross-functional communication or cooperation difficulties.
• Assist direct reports with challenging barriers and obstacles they may encounter.
• Complete annual performance reviews with direct reports.
• Perform other related duties as assigned by management. 
• Adhere to established policies and procedures.

KNOWLEDGE & SKILLS

• Excellent interpersonal skills
• Good communication skills (both written and verbal)
• Knowledge and experience with project management methodology and techniques.
• Excellent problem solving and conflict resolution skills
• The ability to make and execute effective decisions based on factual content
• Comfortable preparing and making presentations to small and large audiences
• Ability to be self-motivated, creative and work in a challenging and stressful environment
• Ability to prioritize, plan and schedule activities
• Excellent understanding of brokerage process, procedures, regulations and regulatory requirements
• Solid understanding of other Livingston solutions and their processes
• Working knowledge of Microsoft Office software (MS Word, MS Excel, MS PowerPoint) and Salesforce.com
• Maintain a professional, business-like appearance

WORK EXPERIENCE – MINIMUM REQUIRED

EDUCATION

CERTIFICATIONS DESCRIPTION

COMPETENCIES