Customer Service Manager

  • Operations
  • Washington DC, United States

Customer Service Manager

Job description

Great Minds, a rapidly growing non-profit organization developing world class curricula for grades PK-12, is seeking a Customer Service Manager to join our mission-driven team of professionals. At Great Minds, we believe every child is capable of greatness. Our mission is to ensure all students have access to a quality education and the full range of liberal arts and sciences.  

 

Company Profile
Founded in 2007, Great Minds is a rapidly growing DC-based non-profit operating nationwide that develops world-class curricula for grades PK-12.  Our mission is to ensure all students have access to a quality education in the full range of the liberal arts and sciences.

 

In 2010, Great Minds published the Common Core Curriculum Maps for ELA. The success of the ELA offering was followed by being awarded 3 contracts to develop a Pre K-12 math curriculum for the New York State Education Department.  Great Minds owns this curriculum, which is now widely used throughout the US as Eureka Math.  Great Minds presently employs more than 200 people.

 

Great Minds’ business model has moved from grant and contract solicitation to direct revenue generation over the last 3 years. This model shift has produced consistent 20+% revenue growth year over year, in large part due to the success of Eureka Math. Great Minds recent release of Wit & Wisdom, their K-8 ELA curriculum, has already gained early adoption in the marketplace. With the imminent publication of core curricula in additional subjects, the company’s business model continues to evolve to sustain its steady and rapid growth.

 

For additional information please visit www.greatminds.org

 

Job Description
The Customer Service Manager will play an active role in achieving the organizational mission of Great Minds. The Customer Service Manager is a high-energy, customer-focused individual with accountability for all aspects of customer satisfaction and the supervision of the Customer Service Team (CST). This team is responsible for handling the inbound and outbound calls/emails to resolve customer issues regarding. The Customer Service Manager is accountable for the team to staff at the right levels; coach and train employees; build or enhance the processes and systems to support this work. At peak times, the manager will be needed to assist with handling customer issues alongside the team members. This is an exceptional opportunity for a smart, dedicated, and passionate individual to apply his or her skills to support the business growth and mission of Great Minds.
 
Responsibilities and duties:

  • Manage full-time (3-5 FTE) and seasonal employees (2-4 FTE): Use call metrics, case documentation, call review feedback to coach employees to improve their individual performance
  • Facilitate communication for escalated tickets with internal teams including Marketing, Sales, and Accounting
  • Create and maintain team-oriented culture
  • Interview and hire staff as needed
  • Conduct employee performance reviews on quarterly basis
  • Build infrastructure needed to respond effectively during peak season including:Identify the need and document SOPs for handling customer issues
  • Develop and manage to KPI’s
  • Create views and needed reports in SalesForce
  • Create Knowledge Base to capture commonly encountered issues
  • Develop ticketing workflow for efficient issue handling between teams
  • Create and/or manage performance using reports including: Ticket aging, trends, open and escalated tickets in SalesForce
  • MITEL phone system metrics

Requirements

Qualifications and Skills

  • 3+ years in customer service experience
  • 2+ years in managing employees
  • Experience with tools in customer service function -- Ticketing systems, Call center metrics, Knowledge Base
  • Strong process orientation; detail oriented; decisive; positive attitude; team-oriented; start-up friendly  
  • Ability to translate your skills to other employees through mentoring and training
  • Excellent verbal and written communication skills
  • Proficiency with Enterprise Resource Planning systems (preferably SalesForce but could include JIRA, Magic, etc.)
  • Strong analytical and Excel skills

 

Details

  • Full-time.
  • Located in Washington, DC near the Navy-Yard Metro.
  • Excellent benefits package.  

 

Please apply on our Careers page: https://greatminds.recruitee.c... If selected for an interview, a salary history and background check will be required.