About us
Fuse.Cloud, a leading business technology provider specializing in cloud-based services such as voice, internet, and managed IT solutions, Join Fuse.Cloud's innovative team where excellence is paramount, collaboration is key, and employee growth is encouraged. If you are passionate about delivering exceptional customer service and thrive in a fast-paced environment,
**Job Overview:**
Fuse.Cloud, a leading business technology provider specializing in cloud-based services such as voice, internet, and managed IT solutions, is currently seeking a dedicated Customer Service Manager to join our dynamic team. As a Customer Service Manager at Fuse.Cloud, you will play a pivotal role in ensuring exceptional customer experiences and driving customer satisfaction to new heights.
Summary/Objective:
The Service Manager reports to the Vice President of Technical Operations and manages all
customer service and support teams, drives activities to improve overall quality of service
and manages relationships with Fuse.Cloud customers. Success will be measured by the
Customer Service team’s responsiveness and efficiency to service issues, proactive
monitoring, scheduling of service appointments, and the improvement in churn from month
to month.
Educational and Experience Requirements:
Graduation from a standard four-year high school or equivalent (GED or High School
Equivalency Diploma).
5+ years of technical experience is preferred but not required.
5+ years of customer service experience.
5+ years of project management experience.
5+ years of leadership/management experience.
Knowledge and Skills:
- Ability to understand technical concepts and communicate at a customer-facing
level.
- Must have the ability to identify and discern customer needs and circumstances.
- Must have the ability to work in a customer-focused, fast-paced environment.
Responsibilities and Duties:
- Accountable for staff’s career development.
- Assists with recruiting talent and staff retention.
- Improves service quality and timeliness through new technology and/or system
improvements.
- Manage day-to-day functions of all technical support technicians and customer
service reps.
- Maintains ongoing report of chronic customer issues for management team review.
- Track and report statistics of the technicians for management team review.
- Work with Sales and Retention teams to help bring resolution to customer-affecting
issues.
Join Fuse.Cloud's innovative team where excellence is paramount, collaboration is key, and employee growth is encouraged. If you are passionate about delivering exceptional customer service and thrive in a fast-paced environment, we invite you to apply for the Customer Service Manager position. Unlock your potential with us at Fuse.Cloud!
Job Type: Full-time
Pay: $55,000.00 - $69,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Schedule:
Experience:
- Microsoft Office: 2 years (Preferred)
- Customer service: 1 year (Preferred)
Ability to Commute:
- Jackson, MS 39202 (Required)
Ability to Relocate:
- Jackson, MS 39202: Relocate before starting work (Required)
Work Location: In person