*Responsible for supervising customer service agents and other staff. Trains, coaches, and mentors employees on how to deliver the best customer service possible.Main Responsibilities:- Active discussions and coordination with customers and account management- Hire and train customer service agents- Train new hires on CRM and basic processes- Develop templates to improve productivity- Train agents on how to adequately address customer's needs- Train customer service representatives on how to effectively provide superior customer service.- Plan, prioritize and delegate work tasks to ensure the proper functioning of the department- Direct the daily operations of the customer service team.- Ensure the necessary resources and tools are available for quality customer service delivery.- Develop and implement customer service policies and procedures- Review and assess customer service representatives.- Monitor accuracy of reporting and database information.- Analyze relevant data to determine customer service outputs.- Define and communicate customer service standards.- Evaluate and measure performance of staff.- Identify and address staff training and coaching needs.- Oversee the achievement and maintenance of agreed customer service levels and standards- Identify and implement strategies to improve quality of service, productivity, and profitability.- Liaise with company management to support and implement growth strategies.- Coordinate and manage customer service projects and initiatives.- Analyze data and statistics.- Compile and print reports on overall customer satisfaction.- Keep abreast of new company products and services.- Exceed quarterly financial goals of the team- Pipeline ManagementEducation and Experience- Has a relevant bachelor's degree.- Has at least four (4) years of customer service experience.- Has at least three (3) years of supervisory experience.- Has in-depth knowledge of customer service principles and practices- Has remarkable product knowledge- Has great leadership skills to be able to handle a whole team/departmentKey Requirements:- Experience in working with customers will be considered a plus- A minimum of four (4) years relevant working experience- Proven track record in meeting performance objectives- Strong oral and written communication skills are required, as well as basic technical support knowledge and computer skills background- Effective listener and understanding customer expectations- Ability to quickly establish rapport with Clients in a way that allows for a comfortable consultation.- Ability to work remotely, reaching international customer base- Shows/practices a commitment to ethical conduct.- Works well under pressure and does not waiver in working as a team.- Internet-savvy to research customer details- Availability to work a flexible schedule- Fluent in English, both speaking and writing. Other languages like Spanish. is considered a plusCompensation base plus incentive based on performance.*