Chat Service Manager

This is a fully remote position, open to applicants in Arizona, +6 more states.

📋 Description

• Lead and cultivate a team of customer service professionals who assist clients via chat and written correspondence.

• Supervise the resolution of customer inquiries, account service requests, and issues while ensuring adherence to company policies and procedures.

• Maintain comprehensive knowledge of products, services, systems, and digital support tools.

• Identify opportunities to improve processes, streamline workflows, and enhance efficiency in the chat environment.

• Provide coaching, support, and performance management to chat representatives.

• Collaborate with leadership and cross-functional teams to achieve departmental goals, strategic initiatives, and organizational objectives.

• Monitor service levels, productivity, quality, customer satisfaction, and key performance indicators.

• Implement performance tracking systems, analyze trends, and formulate action plans for performance improvement.

• Oversee workforce planning and scheduling to ensure adequate staffing levels.

• Engage in training programs, operational procedures, and technology improvements.

• Ensure compliance with internal controls, regulatory requirements, audit standards, and risk management practices.

⛳️ Requirements

• Bachelor's degree or equivalent work experience.

• Three to five years of relevant experience.

• Strong customer service and problem-solving abilities.

• Advanced understanding of operational functions, systems, policies, and procedures within the assigned area.

• Basic knowledge and practical application of applicable laws and regulations.

• Effective leadership capabilities.

• Strong verbal and written communication skills.

• Proficient in computer applications relevant to the area.

• Ability to adhere to U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct, along with related workplace conduct and safety policies.

🏝️ Benefits

• Healthcare (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability.

• Pregnancy disability and parental leave.

• 401(k) and employer-funded retirement plan.

• Paid vacation (ranging from two to five weeks depending on salary grade and tenure).

• Up to 11 paid holiday opportunities.

• Adoption assistance.

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law.

• Incentive and recognition programs.

• Equity stock purchase.

• Pension.