CSR Manager

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

📋 Description

• Oversee customer service personnel managing inquiries, requests, questions, and issues.

• Uphold a superior standard of customer service.

• Keep updated knowledge of products and services.

• Create processes and tools to enhance service levels.

• Guarantee efficient and professional customer service operations through both phone and written communications.

• Mentor contact center staff within the site location.

• Collaborate with leadership and managers to articulate and execute departmental goals and vision.

• Ensure adherence to internal policies and procedures.

• Address internal audits and certification processes.

• Engage in developing and refining equipment and training procedures and programs.

• Formulate, implement, and sustain departmental operating policies and procedures.

• Establish and oversee tracking and performance monitoring systems.

• Manage operations for designated functional areas or regions.

• Organize and schedule departmental activities.

• Ensure sufficient staffing and that work volume meets product/service standards while exceeding quality benchmarks.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience.

• Three to five years of relevant experience.

• Excellent customer service and problem-solving abilities.

• In-depth understanding of operational functions, systems, policies, and procedures pertinent to the assigned area.

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

• Strong leadership capabilities.

• Proficient verbal and written communication skills.

• Familiarity with computer applications utilized in 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 protocols.

• Capacity to meet employment eligibility verification and background-check requirements.

🏝️ Benefits

• Healthcare coverage (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 based on salary grade and tenure).

• Up to 11 paid holiday opportunities.

• 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.

• Pension plan.

• Disability accommodations during the application or hiring process.