Chat Service Manager

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Lead and nurture a team of customer service professionals assisting clients via chat and written communication.

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

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

• Identify opportunities for process improvements, workflow optimization, and efficiency enhancements within the chat environment.

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

• Collaborate with leadership and cross-functional teams to communicate and implement departmental goals, strategic initiatives, and organizational priorities.

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

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

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

• Balance operational efficiency, customer experience, and employee engagement while fulfilling service and quality expectations.

• Participate in the development and execution of 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 professional experience.

• Three to five years of relevant experience.

• Strong skills in customer service and problem resolution.

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

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

• Effective leadership capabilities.

• Excellent 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, as well as related workplace conduct and safety policies.

• Ability to meet applicable background check and employment eligibility requirements.

🏝️ Benefits

• Healthcare (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave.

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

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

• Up to 11 paid holidays throughout the year.

• Adoption assistance.

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

• Incentive and recognition programs.

• Equity stock purchase options.

• 401(k) contributions and pension plan.