Customer Service Team Manager recruitment
OptionsHouse is currently seeking a Customer Service Team Manager to be responsible for oversight of their customer service team. The Customer Service Team Manager will be responsible for ensuring the Customer Service Team delivers top-notch customer service to all current and potential OptionsHouse customers. Measurements of the team, creating a robust training program, increasing efficiency in terms of automation are just a few of the responsibilities of the CS Manager.
Key Skills Responsibilities:
- Monitor reporting system to ensure Customer Service Representatives are maintaining a high level of productivity and effectiveness through live chat, phone calls and email correspondence with customers
- Build a team environment that encourages team work throughout the Customer Service Organization
- Ongoing performance management and annual reviews
- Create and implement processes and procedures to enhance efficiency and productivity
- Provide timely and accurate information to customers regarding trading tool functionality and account status requests
- Provide timely feedback to the Technology Group regarding technology failures or customer recommendations for improvement
- Ongoing associate coaching and development
- Provide timely feedback to senior management regarding issues as they relate to frontline customer interactions
- Partner with various other OptionsHouse groups to meet and exceed customer’s service expectations
- Ensure that all customer interactions are in accordance with company policy and industry regulations
- Resolve escalated client interactions
Job Requirements:
- Must address customer issues and questions in a manner that insures responsive, timely and effective problem resolution and information dissemination
- Time Management: ability to organize and manage multiple priorities
- NASD Series 7 and Series 63 registrations required for consideration
- Strong customer orientation
- Work experience in equity options
- Personal and professional management
June 8, 2009
• Tags: Customer Service Team Manager recruitment, Global Custody careers in the USA • Posted in: Financial