CSR Manager

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

📋 Description

• Oversee customer service personnel who handle inquiries, investigate requests, provide answers, and resolve issues.

• Uphold a high standard of customer service excellence.

• Keep up-to-date with the latest products and services offered.

• Create processes or tools aimed at enhancing service levels and ensuring smooth, professional customer service operations.

• Mentor contact center staff within the designated location.

• Collaborate with leadership and other managers to convey and implement departmental goals and vision.

• Guarantee adherence to internal policies and procedures.

• Address internal audits and certifications effectively.

• Engage in the development and improvement of equipment and training protocols and programs.

• Formulate, execute, and sustain department operational policies and procedures.

• Establish and oversee tracking and performance monitoring systems.

• Direct operations for designated functional areas or regions through strategic planning, scheduling, staffing, and quality management.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Three to five years of pertinent experience.

• Excellent customer service and problem-solving abilities.

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

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

• Strong leadership capabilities.

• Proficient verbal and written communication skills.

• Familiarity with computer applications pertinent 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 guidelines.

🏝️ 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 savings 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 specified by law.

• Incentive and recognition programs.

• Equity stock purchase options.

• 401(k) contributions and pension plan.