CSR Manager

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

📋 Description

• Oversee customer service personnel who address inquiries, requests, concerns, and issues from customers.

• Maintain exceptional customer service standards and stay updated on product and service knowledge.

• Create processes and tools to enhance service levels and ensure efficient and professional customer service operations.

• Mentor contact center staff and collaborate with leadership and managers to achieve departmental objectives and vision.

• Ensure adherence to internal policies and procedures while managing responses to internal audits and certifications.

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

• Establish, apply, and sustain departmental operating policies and procedures to boost service quality and productivity.

• Execute and oversee tracking and performance-monitoring systems.

• Manage operations for designated functional areas or regions, which includes planning, scheduling, staffing, and meeting service and quality standards.

⛳️ Requirements

• A Bachelor's degree or equivalent work experience is required.

• Three to five years of pertinent experience are necessary.

• Excellent customer service and problem-solving capabilities are essential.

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

• Basic comprehension and practical application of applicable laws and regulations are preferred.

• Strong leadership abilities are necessary.

• Proficient verbal and written communication skills are essential.

• Familiarity with computer applications used in the area is required.

• Availability to work from 1 PM to 10 PM CST is necessary.

• Must comply with U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

🏝️ 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 program.

• 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 initiatives.

• Equity stock purchase options.

• 401(k) contributions and pension plan.