Prepaid CSR Manager

This is a fully remote position, open to applicants in Ohio, +3 more states.

📋 Description

• Oversee the customer service team that addresses inquiries, requests, questions, and issues from customers.

• Uphold a superior standard of customer service quality.

• Stay informed about current products and services.

• Create processes or tools designed to enhance service levels and ensure effective, professional customer service operations.

• Mentor all contact center personnel at the site location.

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

• Ensure adherence to relevant internal policies and procedures.

• Address internal audits and certifications.

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

• Formulate, implement, and sustain departmental operating policies and procedures to boost service quality and productivity.

• Establish and oversee tracking and performance-monitoring systems.

• Manage operational activities for designated functional areas or regions by planning and scheduling tasks, ensuring adequate staffing, and meeting product/service and quality benchmarks.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience.

• Three to five years of pertinent experience.

• Strong skills in customer service and problem resolution.

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

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

• Effective leadership capabilities.

• Proficient verbal and written communication skills.

• Familiarity with computer applications utilized in the field.

• Ability to work from 9:00 a.m. to 6:00 p.m., Monday through Friday, with a weekend rotation every eighth weekend.

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

• Applicants must be able to meet employment eligibility verification and background-check requirements.

🏝️ Benefits

• Healthcare coverage (medical, dental, vision).

• Basic term life insurance 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 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 accruals 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 plans.