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Customer Service Manager needed w/High School Diploma/GED or Foreign Equivalent and two (2) years experience as Customer Service Manager performing following job duties:
Devise Customer Experience Optimization Plan aligned with company’s long-term objectives. Transform customer service from a reactive support function into a proactive strategic asset. Elevate first-contact resolution (FCR) rates using predictive analytics and AI-driven service models. Streamline workflows, reduced inefficiencies and enhanced service quality by process improvement initiatives. Apply Lean Six Sigma methodologies to identify and eliminate bottlenecks within customer service workflows. Spearhead the deployment of a multi-channel engagement model, integrating various communication platforms like phone, email, live chat, social media and AI-enhanced chatbots. Implement Robotic Process Automation (RPA) to eliminate repetitive tasks and improve efficiency. Lead the development of the department’s annual financial plan, aligning customer service initiatives with the company’s financial goals. Establish compliance with regulatory frameworks such as GDPR, CCPA and HIPAA. Use NetSuite to carefully monitor stock levels. Supervise one (1) employee – Customer Service Representative.
Benefits: PTO & Health Insurance.
Job Location:
North Salt Lake, Utah
Mail Resumes to:
Uma Super Center LLC, d/b/a Express Mart SLC