Customer Service Manager Jobs in Massachusetts

Job Title: Client Services Manager Company: Cross Country Auto.Srv. Location: Medford, MA Description: This exciting Client Services role at Cross Country Automotive Services offers a great opportunity to showcase excellent relationship management skills while partnering with the top automotive manufacturers in the world.  As a CSM, you will oversee client activities and programs, and determine profitability goals and objectives. Fosters penetration and revenue growth into identified client organizations in an effort to result in new business for CCAS. Coordinates and ensures a professional relationship between clients, vendors and internal departments. Facilitates the management and service of assigned accounts.Skills/ExperienceBachelor’s degree in marketing or related field or equivalent experience; Sales experience a plus 3+ years of Account Management/Client Services experience Previous customer service experience in the automotive or insurance industries is a plus Demonstrated ability to manage projects Excellent oral and written and presentation skills Proven analytical skills and experience Ability to work in a fast-paced entrepreneurial environment Utilizes sound judgment, decision making skills, strategic thinking and follow through Up to 20% travel Ability to work flexible hours as business need dictates

Job Title: Customer Service Manager Company: DIDAX Location: Rowley, MA Description: Customer Service Manager Lead customer service team for small educational publisher in Rowley working with stores & teachers across the country. Manage order entry, telephone & internet support of orders and for the companies software products. Maintain pricing files and provide response for bids & quotations. Supervisory experience in a customer service setting required; polished telephone and conversational manner; ability to understand and explain emerging technology products; facility with MS Excel; manage multiple projects; excellent problem solver. Excellent benefits & competitive salary. Email resume to: Register to View

Job Title: US Customer Service Manager ? Exciting opportunity with stable company Company: Location: Boston, MA Description: Founded in 1920, Doble Engineering, located in Watertown, MA is looking for an experienced, roll up the shirtsleeves, hands-on Customer Service Manager to manage the US service facility. You will be responsible for the daily supervision of Customer Service Technicians and Manufacturing support staff. In addition, you will ensure the fulfillment of all customer service requirements regarding on time delivery, warranty logistics, repair, lease and day-to-day support operations are consistently managed. Now in 75 countries, Doble Engineering has been helping clients in the electric power industry improve operations and optimize system performance for more than 85 years. Doble offers diagnostic instruments, services, and the world?s premier library of statistically significant apparatus test results for the benefit of energy generation and delivery companies and industrial power users worldwide. 90% of domestic utility companies use our flagship products. Requirements, Education and Experience:

Job Title: Experienced customer service/Manager, Dry Cleaners Company: Location: Boston, MA Description: Clevergreen Dry Cleaners is looking for experienced counter help/manager for locations in Medford and Beacon Hill. Bilingual preferred but not necessary. Call Farshad at Register to View .

Job Title: Call Center Supervisor Company: Vantage Deluxe World Travel Location: Boston, MA Description: Normal 0 false false false MicrosoftInternetExplorer4 /* Font Definitions */ Register to View -face /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal p.MsoBodyText, li.MsoBodyText, div.MsoBodyText a:link, span.MsoHyperlink a:visited, span.MsoHyperlinkFollowed Register to View Section1 div.Section1 --> /* Style Definitions */ table.MsoNormalTable CALL CENTER SUPERVISOR Supervisethe day-to-day floor operations of the Call Center (Telesales or CustomerService) to meet the needs of our customers and established departmental goals. Essential Duties and Responsibilities includethe following.  Other duties may beassignedDrive performance of team to meet goals – coach,motivate, mentor and resolve performance issuesProvide daily supervision and assistance toTelesales agents and Customer Service agentsMonitor calls and deliver feedback to ensurequality and accuracy and to determine training needsHold agents accountable to policy and procedure,including attendanceOversee training of new agents and providerecurrent training and mentoring to staff as needed.  Coordinate new hiring training schedule.Working with the Call Center Analyst, prepareweekly staffing schedule.Meet weekly with Call Center Director/VP todiscuss issues and make recommendations for process improvements.Accept “Supervisor Calls” on difficultreservations or customer service issues.Provide phone coverage when call volume isexcessively high.Required Experience, Background and SkillsAssociate’s degree from a two-year college; orthree years’ related experience and/or training. At least 3 years experience working intelesales/call center, including 1 year of supervisory experience Ability to work flexible hours, including rotatingweekends Excellent customer facing and internalcommunication skillsWell developed supervisory skills, includingexperience mentoring and developing teamsSuperior organizational ability and problemsolving skills.Ability to prioritize effectively, manage multiple tasks and meettight deadlines.  About the Company:Vantage Deluxe World Travel www.vantagetravel.com is a profitable, rapidly expanding $240 million+ (revenues) direct marketingpowerhouse specializing in providing international group travel to Americansover 55 — the fastest-growing segment of the U.S. population. Founded in 1983,Vantage Deluxe World Travel has escorted more than 400,000 mature travelers todestinations around the world. From our headquarters in Boston, Massachusetts,we support a global network that includes offices in five countries and a fleetof European river cruise ships.To learn more about the great opportunities and benefits you’ll enjoyat Vantage, or to apply for this job, please go to careers at http://www.vantagetravel.com/StaticPages/AboutUs/careers.aspx Vantage Deluxe World Travel is an Equal OpportunityEmployer   Local candidates only, no relocation

Job Title: Manager, Client Services Company: EMC Corporation Location: Hopkinton, MA Description: Job Description GENERAL SUMMARYManage the activities within their department/cost center. Ensure standards for service are established and met. Establish policy and procedure. Analyze reports and statistics to ensure the business model is followed. Manage associated spending and budgets as required. Vendor management may be required. May be asked to lead projects or perform other tasks as needed.PRINCIPAL DUTIES AND RESPONSIBILITIESManages the activities and leads the personnel associated with providing technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop and networked systems. Provides expertise to departments regarding policies and procedures, problem resolution and methods.Develops and monitors the implementation / deployment & support of applications, operating systems, policies and procedures, operating structures, and information flow providing feedback and control to the business.Establish and implement service standards. Develops reporting tools to track and monitor those standards. Report on performance against standards. Provides regular business reports and statistical feedback to IT Senior Management.Drives HR activities concerning hiring, training/development, and evaluation of staff performance as well as builds and maintains morale and motivation amongst personnel. Assigns personnel to various operations and directs their activities. Reviews and evaluates work and prepares performance reports.Manage budgets and spending for specific cost center(s) and ensure budget goals are met. Submit/approve requisitions for purchase orders as required.Manage vendor services as required. Determine need for vendor managed services and make recommendations to IT Senior Management. Evaluate bill rates, services rendered, and contract terms on a continued basis.Manage the professional development of self and subordinates. Develop and execute training plans. Maintain proper organizational structure providing for proper career growth opportunities.SKILLSCustomer Service skill.Problem solving skills.Ability to multi-task.Leadership Skills.Statistical analysis skills.Ability to multi-task.Vendor management skills. EMC is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. EMC does not accept unsolicited Agency Resumes. EMC will not pay fees to any third party agency or firm that does not have a signed “EMC Agency Fee Agreement”

Job Title: Customer Care Manager Company: Cross Country Auto.Srv. Location: Medford, MA Description: DESCRIPTION SUMMARY: Responsible for assisting Customer Satisfaction Director in managing and coordinating activities of the Network Services Ops Customer Care and IMT (Damage Vehicle) teams and having day-to-day case management oversight. Develops and monitors the application of operating systems, including policies and procedures, operating structure, and information flow. Ensures the volume of work produced is timely, meets service standards, and exceeds quality standards. Ensures that CCAS’ Network Services business strategy is executed properly by Network Services associates. Identifies, analyzes, and mitigates all service quality risks within our service provider network. Coordinates team leaders and Supervisor in serving as next level of escalation handling, researching, and resolving complex cases. Oversees team consisting of Supervisors, team leaders, vehicle damage specialists and customer care associates. ESSENTIAL FUNCTIONS: Coordinates and monitors daily workflow to ensure smooth operations, cost containment and qualityCascades yearly/quarterly goals based on Network Services strategic planDevelops and implements Network Services operational plans and goals to meet corporate objectives by acting as liaison between Customer Satisfaction Director and service delivery staff. Assists Customer Satisfaction Director in working with Client Services and Network Management to proactively identify and act upon client, customer, service provider satisfaction issues and service improvement opportunities. Participates in ongoing process improvement initiatives through active teamwork with Account Management, Accounting, the Contact Center, and Network Management staff. Manages, motivates, coaches, and develops Network Service’s IMT and Customer Care teams and completes performance appraisals. Designs and implements processes consistent with client, customer, and service providers needs and company policies and practices and ensures compliance by Customer Care team.Customer Centric –both internal and external.  Be an advocate for Clients and customers while understanding drivers or Damages and Escalations and performing root cause analysis to improve.Monitors and evaluates the efficiency and effectiveness of case management, and service delivery methods and procedures and ensures ongoing persistency with case resolution.Interfaces with internal and external customers to ensure incident management, customer care and service provider support cases are documented and settled quickly and effectively. Understands, tracks and monitors key business performance metrics on a daily basis.Maintains knowledge of system, telecommunications and operational capabilities.

Job Title: IT Business Operations & Client Services Manager Company: WGBH Location: Boston, MA Description: Department Overview: WGBH Information Technology & Telecommunications is committed to providing top quality technology support and solutions to all WGBH employees and departments. Our services and processes align with our mission "to work in partnership with business departments to meet their technology needs and the goals of the Foundation."Position Overview: Under the general supervision of the Director of IT & Telecommunications the IT Business Operations & Client Services Manger is responsible for managing administrative, financial, vendor, client management operations, training coordination and communications activities for the department. Develop and manage IT Operating and Capital budgets. Prepare reports and manage system entries within various financial and administrative systems. Manage Payroll and A.P. processes for the department. Function as focal point for order management. Track and manage all software and hardware maintenance contracts for IT systems & infrastructure. Oversee employee phone directory maintenance, inventory and asset management. Oversee internal monthly charge backs for IT services. Serve as liaison to WGBH departments to assist them in understanding and utilizing IT services including IT chargeback rates and rate calculation methodology. Responsible for maintaining a working environment that leverages the potential and diversity of the department's entire staff. Provide direction and leadership in such a way as to nurture, create and maintain an environment that is (1) free from discrimination, intolerance and harassment and (2) provides employees with equal access to opportunities for growth and advancement including professional development whenever possible.Requirements: - Bachelors degree in Business and MIS or equivalent experience. - Broad knowledge and understanding of IT and telecommunications operations - Must have worked for 5-7 years in a similar role supporting an information technology group - Broad accounting knowledge and experience - Reporting and cost analysis experience - Strong financial analysis and planning experience - Strong vendor management skills - Strong project management skills - Strong customer service skills and orientation - Strong interpersonal, verbal and written communication skills - Demonstrated ability to work collaboratively and cultivate productive working relationships with internal and external clients. - Experience in negotiation, contract administration, (and production shutdown and compliance if working in a production unit.) - Computer fluency, especially in Excel, and financial software required. - Knowledge of Lawson ERP a plus.WGBH is an Equal Opportunity Employer To apply go to: www.wgbh.org/careers  ;

Job Title: Customer Service Supervisor Company: Location: Worcester, MA Description: The purpose of the Customer Service Supervisor position is to develop, lead, and motivate our best in class team to deliver excellent support to our retail and customer base. The Supervisor will ensure superior customer service by developing, implementing, and monitoring processes, policies, and procedures to ensure that maximum efficiencies from all staff are gained. Additionally, you will handle resolving customer dissatisfaction, overseeing processes for maximizing customer retention, and implementing strategic plans for improved performance. To be a good fit for this position you will have outstanding leadership skills demonstrated through a solid track record in contact center management. We're looking for a professional who has supervised a contact center team through both robust and challenging economic times, and who knows how to make tough decisions. Ideal candidate will need experience in assessing both employees and operations, recommending improvements, and then executing to results. We are seeking an extremely enthusiastic, high energy individual accustomed to working 50-60 hrs/week. Position responsibilities include, but are not limited to: ? Coaching, motivating and managing 20 direct reports. Assess staff performance and provide timely feedback on development opportunities designed to enhance service quality and employee growth. ? Develop, maintain, and manage a best in class support team that meets departments goals such as speed to answer, first contact resolution, on time order processing time and production quality. ? Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs while ensuring customer satisfaction. ? Maintain a high level of customer satisfaction by implementing methodologies to improve first contact resolution, manage customer perceptions, and build strong relationships. ? Using LEAN concepts, create and implement departmental policies and procedures. Qualifications include: ? At least 5 years operations and management experience in a customer service/contact center environment. Retail and ecommerce experience preferred. ? Proven leader with the ability to motivate, develop and inspire team members. ? Quantitative and qualitative analytical skills combined with the ability to effectively communicate results and execute action plans. ? Proven experience with call center technologies/ practices and methodologies including ACD, email and chat. ? Bachelor?s degree in relevant field preferred. Experience with LEAN/Six Sigma highly desirable. ? Must possess high standards of personal integrity. ? Ability to work 11 AM to 8 PM, weekends and extra hours during seasonal peaks. Checkerboard, Ltd. is one of the nation's leading designers, manufacturers and wholesalers of fine stationery, invitation, announcement and holiday card products. Join us if you thrive in a fast paced environment and want to focus on providing customer support for our award winning designs and invitations. While we weave fun into all that we do, we are ever mindful that our products represent our customers as they celebrate some of life's most important events. Checkerboard, Ltd. is a diverse company with 130 employees that in addition to a competitive salary, offers a comprehensive benefits package. Please submit your resume along with cover letter and salary expectations to Register to View Opening is for full-time, 11:30-8pm shift.

Job Title: Customer Service Supervisor Company: Location: Boston, MA Description: We are looking for candidates for a call center for a supervisory position. Ideally this candidate will have 3-4 years experience in monitoring calls and supervising/coaching individuals on proper techniques and procedures. The candidate will also have the flexibility to work a part time schedule and work weekends. This position is located in the Longwood Medical Area. If you meet the requirements as stated above, please forward your resume to Register to View About us: At Hire Partnership, we discuss what YOU want. Whether you're looking for a career change, a temporary position or something in between, we have the experience to match you up with a company that fits you. We partner with some of Boston?s leading companies?offering you opportunities you simply can?t find elsewhere. www.hirepartnership.com