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Service Desk Manager

Ohio, Akron, 44301 Akron USA

The Service Desk Manager communicates with customers via phone, email or face-to-face to answer support and service questions. The role involves doing remote troubleshooting of problems, following up with consumer inquiries and keeping track of necessary documents that are related to customer interactions. The goal of a Service Manager is the retention of customers through customer satisfaction. The Service Desk Manager will also make sure that service desk agents are trained to understand customer service standards. Service Managers document problems with the customer service process and help to create solutions as part of a team.

  • Delivering prompt, professional solutions for customer inquires
  • Working to meet immediate goals of customer interaction
  • Hiring, training and managing customer service staff in best consumer service practices
  • Representing the opinions and suggestions of the customers to the company so the company has feedback from its customers
  • Suggesting improvements to customer service to higher management and staff
  • Implementing improvements to customer service
  • Excellent communication skills
  • Familiarity with customer service standards and processes
  • Interpersonal skills
  • Ability to handle stress to operate under deadlines
  • Supervisory skills

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