Customer Service Team Manager - Satisfaction Specialist, Inquiry Investigator, Metrics Magician

Company: Ron Turley Associates, Inc.
Location: Glendale
Posted on: February 7, 2025

Job Description:

Description:Do you have a passion for helping people discover solutions to their problems? Do you love working with people and serving their needs? Do you get excited when the call queue is empty? Do you strive to have 5-star ratings across your team? Does geeking out over service metrics sound like a perfect day to you? If so, keep reading---
RTA is looking for a Manager of the Customer Service Team. This player/coach role is responsible for leading a team of dedicated and passionate Customer Service Reps. This role balances great people skills, coaching, and process and metrics management, while always keeping the strategic vision of the department in mind.
What We're Looking ForSomeone who:

• Combines excellent service skills and the ability to assist clients through software applications that are diverse and complex.
• Has experience leading and managing a customer service team for a software product, and loves helping others excel in their work.
• Understands the value of metrics, knows what to track, how to track it, and is able to make strategic decisions based on the data.
• Purposely and relentlessly seeks and destroys all obstacles blocking the success of the team and the company.
• Embraces the changes AI is bringing to the Customer Service realm and actively incorporates AI into their strategy.
• Can passionately care about our clients and the jobs they do. Our clients are fleet managers, parts clerks, automotive technicians, and they maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day.
• Wants to participate in a leadership team that constantly challenges and stretches each other's abilities.
• Loves to learn, grow, and stretch themselves through goal setting and daily habits.
• Understands the value of product improvement to reduce support load, and can maintain that as a focus.
• Runs Customer Service teams that are cost neutral or generate income (e.g. Premium Support)
• Can understand technical problems, and coach both the tier 1 and the tier 2 team
• Passionately cares about their team, and works collaboratively with them to work towards solutions with the teamSkills and QualificationsSome of the key skills for our Customer Service Manager are:
  • Persuasive personality skills
  • Veractious verbal communicator
  • Awesome analytical skills
  • Terrific at ticketing systems (bonus points for Jira and/or Intercom)
  • Background in B2B technical software customer support
  • Lead and managed a support team of at least 5 people
  • Experience in powershell
  • Experience in supporting API's/IntegrationsDoes this sound like you? Why haven't you applied yet? Come join our team and let's disrupt this industry!!Key Results Areas (aka the Job Outcomes)
    • Maintains a 4.9 or greater CSAT rating across all teams
    • Manages and improves TTFR, TTR, and HT (and you already knew what those mean without using Google)
    • Moves the team to cost neutral over the course of 12 months
    • Demonstrably impacts the quality of the product and the future roadmap through collaboration with the Product Management and Engineering teamsAre you the peanut butter to our jelly? Feeling confident that this is in your wheelhouse? Let's put that to the test!
      The Bottom LineYou've made it this far, so congratulations! We are really looking for people who are ideal team players, with an almost frightening intensity around customer service, and a passion for working with fleet professionals.Total compensation for the role is between 100k and 120k DOE. This is a full time, in office role.
      About UsRTA has been established since 1979 and has the reputation of providing the best customer service in the market. Our purpose is to help fleets succeed. We pride ourselves on creating a caring, family-oriented atmosphere for both staff and clients, and love that our work makes a positive impact on all the lives we touch. Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people just taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools available to them.
      Our office spaces are open, spacious, and colorful, with an abundance of natural light. We come together often as a company to enjoy freshly baked desserts or awesome lunches, and genuinely enjoy each other's company. We offer some pretty unique perks and benefits, as well as all the standard ones.
      Coming from the east side? You'll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. We are located close to Arrowhead Mall, with quick access to the 101 from multiple directions.
      If all of this sounds like you, and your type of company, then click apply! Seriously, we've asked you three times, and you are still reading. Maybe you aren't the Pam to our Jim?Requirements:
      
      
      
      Compensation details: 100000-1200000 Yearly Salary
      
      
      
      PIe21be198cda7-37248-36473544

Keywords: Ron Turley Associates, Inc., Glendale , Customer Service Team Manager - Satisfaction Specialist, Inquiry Investigator, Metrics Magician, Executive , Glendale, Arizona