About this role
Customer Relations Manager II
Job Description: Plans, manages, and directs the operational and special support elements of a call center. May also supervise a staff of call center supervisors. Maintains and enhances total customer service and satisfaction.
Additional Qualifications/Requirements: Work – Onsite (HQ – Dallas, Texas) • Remote/Telework not authorized per Presidential Memorandum “Return to In Person Work”
• PCS Not Authorized/LSP Not Authorized
Technical (Preferred/Required Skills/Systems): • EXCEL - BEGINNERS/INTERMEDIATE LEVEL - Required • MICROSOFT OUTLOOK - Required • MICROSOFT WORD - Required • ACCESS - Preferred • MICROSOFT POWERPOINT - Preferred • SCHEDULING SOFTWARE - Preferred
Job Qualifications: Five years of customer service managerial experience supervising a large team or teams with multiple supervisory levels is required.
OR
Bachelor's degree with three years of customer service managerial experience supervising a large team or teams with multiple supervisory levels is required.
Degree (one of):
• BACHELORS DEGREE - Preferred Major/Minor (one of):
• ACCOUNTING - Preferred • BUSINESS ADMINISTRATION - Preferred • BUSINESS MANAGEMENT - Preferred • ECONOMICS - Preferred • FINANCE - Preferred Certificate/License (one of):
• ACCOUNTANT (CPA) - Preferred • CERT MGMT ACCT (CMA) - Preferred
Major Duties: Manages direct daily Exchange credit call center operations. Develops/directs staff. Identifies complex problems relating to call center operations and develops options and implements solutions. Oversees congressional inquiries/customer comments and contacts customers on behalf of the Exchange Credit Program to resolve difficult or sensitive customer service issues, inquiries, or disputes. Performs other duties as assigned.
Work Challenges: 24/7 365 days a year