FTL Finance
  • 10-Oct-2019 (CST)
  • Operations
  • St Charles, MO, USA
  • Full Time

comprehensive - medical, dental, vision, 401k, paid vacation and holidays


Join a growing team!  FTL Finance is a St. Charles based specialty finance company.  We are looking for a dynamic, enthusiastic professional with experience in Sales, Marketing, Customer Service or other Customer facing roles to fill our open Customer Service Manager.  This person will be responsible for setting and upholding the standard of excellent customer service from the Customer Service Department. In order to be successful, the Customer Service Manager must have a strong customer focus, 1-3 years experience managing people, and excellent planning and organizational skills.  At FTL Finance we work smart, have fun and are focused on hitting our goals-no suit or tie required.

Summary: Responsible for setting and upholding the standard of excellent customer service from the Customer Service Department. Hold CSR team accountable for responsibilities of the department. Manage all operational aspects and ensure administrative duties are completed accurately and efficiently.

 

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Communicate organizations goals and objectives to Customer Service Team. Hold CSR team accountable for hitting company metrics
  • Effectively manage the Customer Service Department while promoting and fostering a team environment
  • Hold all Customer Service Representatives accountable for consistently delivering excellent customer service
  • Hold all Customer Service Representatives accountable for following call processes and compliance procedures
  • Resolve elevated customer calls, troubleshoot customer issues, ensure customer complaint process is followed
  • Provide regular structured call coaching to all Customer Service Representatives
  • Hold CSR team accountable for completing all daily administrative tasks, ensure SOPs are clearly communicated and followed
  • Identify opportunities to increase efficiency in CSR processes given the available resources
  • Identify opportunities to improve use of LeaseComplete and its functionality
  • Provide training and support for all CSRs

 

#ZR

FTL Finance
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