About this role
Customer Relations Manager I
Job Description: Supervises a staff of call center supervisors. Ensures quotas for quality service and productivity are met. Researches customer complaints and makes necessary adjustments and/or recommendations to resolve issues.
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 • CVS - Preferred • IGLAS - Preferred • JSCS - Preferred • MONARCH - Preferred • RCMS - Preferred • TOPS - Preferred • VISION - Preferred • WALKER SYSTEM - Preferred
Job Qualifications: Four years of customer service managerial experience supervising a large team or teams with multiple supervisory levels is required.
OR
Bachelor's degree with two 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
Major Duties: Manages/supervises call center agents on a daily basis. Develops, guides, and mentors team managers and staff. Advises and makes recommendations to achieve directorate goals. Resolves command level, congressional correspondence, customer comments, and escalated customer calls. Interviews, selects, and hires candidates for vacant positions. Performs other duties as assigned.
Work Challenges: 24/7 365 days a year