CSR Manager

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

📋 Description

• Oversee customer service personnel responsible for addressing customer inquiries, requests, questions, and issues.

• Uphold a high standard of quality in customer service.

• Stay informed about current products and services.

• Create processes or tools aimed at enhancing service levels.

• Ensure effective and professional customer service operations through both phone and written communication.

• Mentor contact center staff within the site location.

• Collaborate with leadership and other managers to communicate and implement departmental objectives and vision.

• Guarantee adherence to internal policies and procedures.

• Address internal audits and certifications.

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

• Formulate, execute, and maintain departmental operating policies and procedures.

• Establish and monitor tracking and performance evaluation mechanisms.

• Manage operational activities for designated functional areas or regions.

• Organize and schedule departmental activities, ensuring sufficient staffing and adherence to product/service quality standards.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Three to five years of pertinent experience.

• Exceptional 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 relevant laws and regulations.

• Proven 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 workplace conduct and safety regulations.

🏝️ Benefits

• Healthcare options (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave benefits.

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

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

• Up to 11 paid holidays each year.

• Adoption assistance program.

• Sick and Safe Leave accrual at the rate 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.