Manager, Client Services

Primary Objective:  The Manager of Client Services supports and exemplifies the BookSurge and CreateSpace mission to deliver Timely, Accurate and Professional client service to all BookSurge/CreateSpace customers. This professional uses customer service expertise to lead by example. The Manager of Client Services will communicate and manage individual and team performance expectations and goals of the Account Managers and Member Services Representatives in the Client Services Division. In addition, the Manager of Client Services will be a dedicated contact for a set of customers, and therefore must develop and maintain rapport with their customer base as well as Outside Service providers. This will require heavy phone and e-mail communication with customers and vendors, utilizing a wide variety of software tools to navigate customer accounts, research and review police and identify and communicate effective solutions.  The Manager of Client Services will ensure that their team works with the customer at every stage of the process to create the individual’s product from the point of sale until the project is live. The Manager of Client Services ensures that their department delivers a quality product in a timely manner to the customer by working with other departments that are essential to the process.  The Manager of Client Services will be responsible for handling customer challenges for the team such as escalations in a timely and appropriate manner providing effective solutions to the customer. The Manager of Client Services will be responsible for identifying process improvements within the Client Services department, and also within the relationships and workflow established between the different company departments.  This role will require the Manager to be able to handle workflow changes for efficiency and process improvement and will revolve around continual improvement.  This associate must have a strong work ethic, a desire to see authors succeed, be passionate about authors’ work and be their advocate within the organization.  Responsibilities:Demonstrates timely, accurate and professional customer service. Maintains a positive and professional demeanor and portrays the company in a positive light. Functions as an authority for operational policy and procedures keeping abreast of current BookSurge, CreateSpace and Amazon.com developments as they relate. Fully understands all products and services, and actively strives to be the subject matter expert on behalf of the customer. Facilitates communications between Account Managers and Member Services Representatives and the Senior Management Team. Responsible for meeting with their team appropriately and conducts weekly one on one’s with each individual as necessary.. Functions as an authority and escalation point for team handling customer escalations as necessary. Assists team with performance improvement efforts for quality and productivity by coaching when necessary using metrics to identify needs and additional direction as prescribed by Management. Contributes to a positive team environment by proactively aiding teammates with difficult customer contacts via phone and email. Demonstrating effective communication and cooperation with management and coworkers in an effort to manage team work load and morale. Proactively monitors accounts to anticipate problems before they occur and ensure that team understands this responsibility as well. Exceeds customer expectation by going above and beyond. Serves as a role model by displaying a good judgment, a positive work ethic, strong interpersonal skills, adherence to company policy and a commitment to excellent customer service. Analyzes volume of telephone calls and email messages for team and directs workflow accordingly. Responsible for handling their dedicated customer base. Contributes to any overflow work from phones or email as appropriate. Maintains knowledge and uses Customer Service Tools such as GPS and Salesforce.com ensuring a staff understanding. Communicates to team appropriately best practices.  Maintains quality and volume using metrics to ensure that individuals and team are at or above standard for skill group. Actively seeks solutions and identifies trends to appropriate personnel including driving possible solutions or suggestions. Demonstrates appropriate sense of urgency for email response times and phone service levels. Accountable for service level agreements for self and team. All other duties and special projects as assigned Position Qualifications:BA/BS Preferred, High school diploma or equivalent required. Two or more years experience with customer service required, team management experience preferred.  Knowledge and SkillsExcellent communication demonstrated by clear and polite written and oral communication Excellent Internet Navigation Skills and sound Typing/Keyboarding skills Proficiency in Microsoft Outlook and working knowledge of MS Office applications Experience working under pressure in a high-volume processing environment and consistently meeting standards for productivity and quality Significant phone and online customer service experience preferred Demonstrates effective communication, composure and professional attitude