Customer Support Manager in Westmont, Illinois

Location

Westmont, Illinois

Job Type

Full-time

Company

RHM Staffing Solutions

Position: Customer Support Manager

Reports to: Operations Manager

Job Summary:

The Customer Support Manager (CSM) is responsible for providing timely and value-adding customer service to customers including, but not limited to candidates, contract employees, clients and internal partners. This is a customer-facing role that will require ongoing support of customer interactions, problem resolution, and maintaining general office operations, via telephone, email, and in-person.

Supervisory Responsibilities: • Oversee responsibilities of administration team • Serve as liaison between field office producers and corporate teams and find opportunities to drive partnerships between the corporate and field employees

Duties/Responsibilities: • Provide exceptional customer service to the internal team, clients, and contract employees. • With assistance of office Directors, manage CSAs and Office Coordinators, including regular and annual performance feedback, time off requests, and training and development. • Oversee and support CSAs and Office Coordinators with the candidate and client onboarding process to ensure compliance with state and federal requirements. • Assist sales and recruitment teams, CSAs, and Office Coordinators with escalated contract employee questions or concerns. • Provide education and accountability to field office producers around important processes, including timely new hire submittal, timely finish submittal, client onboarding, etc. • Performs other related duties as assigned.

Required Skills/Abilities: • Experience with employee relations, human resources, payroll, and/or customer service. • Thorough knowledge of business policies and human resource practices. • Excellent people management skills. • Ability to prioritize, organize, problem solve and meet deadlines and goals. • Experience using a CRM system and HRIS, Salesforce a plus. • Proficiency in Microsoft Office. • Ability to communicate effectively and provide follow up. • Excellent written and verbal communication skills. • Strong decision-making ability. • Ability to build strong partnerships with internal and external customers. • Integrity and ability to maintain confidentiality and personal credibility. • Ability to tackle complex issues and develop innovative, practical solutions.

Education and Experience: • Bachelors degree preferred. • 3-5 years management experience preferred.

Physical Requirement: • Prolonged periods sitting at a desk and working on a computer. • Must be able to lift up to 15 pounds at times.