Customer Service Hotline Manager - Qwalifize LLC

Type:

• Contract

Full Time or Part Time:

• Full-Time

Pay Rate:

• TBD

Location:

• Tallahassee, FL

Language Requirements:

• Write, read, and speak English fluently.

Language Preferences:

• N/A

Job Overview:

This is a mid-level management role. Works under general direction of senior level management. Typically manages and mentors supervisors, project leads and/or technical staff. Works on multiple, complex issues/projects as a technical leader and a subject matter expert. Frequently reports to a Chief Information Officer, IT Chief Operating Officer, E-Business Executive or Departmental IT Executive.

In this role you will direct the Customer Service hotline and order processing services for an enterprise. Responsible for business strategy and planning to ensure the organization has the appropriate resources, budget, tools and customer satisfaction metrics needed to provide the highest level of customer service.

Establishes quality standards and performance metrics for customer service’s hotline performance. Manages the design and implementation of knowledge based systems, ensures appropriate resources are available to respond to customer inquiries/issues. Develops and implements learning strategy to maintain knowledge and provide growth for representatives. Resolves complex customer issues. And other duties as assigned.

Experience Requirements:

• A minimum of 7 years of related IT and business work experience in customer support and service functions.
• Experience with managing teams and projects in multiple technological and business environments.

Experience Preferences:

• TBD

Physical Requirements:

• Ability to lift light equipment or materials, generally up to 30-50 pounds.
• Adequate vision to perform tasks effectively, including close and distance work.
• Good hearing ability to effectively communicate and respond to auditory cues.

Education Requirements

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, Education, or other related field. Or equivalent work experience.

Education Preferences:

• TBD

Training Schedule:

• TBD

Schedule:

• TBD

Dress Code:

• Business Casual

Benefits:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• PTO (Paid Time Off)

Additional Information:

Drug screening, background and reference checks are performed if required. Valid identification and reliable transportation required. We are an E-Verify employer. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Our employees are authorized to work in the United States.