Customer Service Manager
Chubb Group - New Jersey

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Position Summary:
This position is responsible for leading the Business Help Desk and Support Services teams to provide an integrated, intuitive and seamless “user experience” with regard to technology support.

Primary Job Responsibilities:
  • Provide oversight and direction from a customer service perspective to ensure that end user problems are resolved in a timely and effective manner
  • Establish, communicate and monitor support level agreements
  • Define, implement and track support escalation procedures
  • Drive implementation of continuous improvement strategies for IT support services with an emphasis on proactive planning
  • Participate in the development and communication of an IT services portfolio
  • Communicate effectively with business partners and stakeholders and respond to service concerns
  • Drive an understanding of business applications and field perspectives to apply the appropriate sense of urgency to service requests
  • Track and analyze support calls and information requests to properly identify areas of need and create strategies to enhance user capacity
  • Guide the services teams in the identification and resolution of issues that present risk to successful implementation of an effective and efficient services model
  • Measure performance through the use of standardized surveys
  • Engage in ongoing research of emerging trends and new technologies which may benefit the corporation’s goal of strategically implementing solutions to support the services function
Knowledge, Skills and Competencies:
IT Industry Knowledge
  • Maintain a solid understanding of the major service issues impacting the business
  • Maintain a broad industry perspective on relevant best practices for implementing and leading a strong service organization
  • Understanding of how best to measure customer satisfaction
Business Partnership
  • Establish strong working relationships with the business and the field to ensure an understanding from both the Home Office and Branch perspective
  • Create and maintain strong formal and informal lines of communication approaching issues with an ability to assess quickly and respond with a sense of urgency
  • Use active listening to understand business needs, and recommend the appropriate solutions
  • Inspire a high sense of urgency within Customer Services team and develop a culture of quick problem assessment and resolution
  • Manage team development, retention, performance evaluation based on well-defined goals and objectives
  • Demonstrate strong ability to work in a team environment and foster cross-team and cross-area collaboration
  • Create a strong Customer Services team with a focus on high service orientation
Knowledge Sharing
  • Implement a culture where information is shared and consistent processes and metrics are used
  • Share/leverage successful processes and practices across the teams
  • Ensure documentation is captured appropriately and is easily accessible to the team members
  • Ensure solutions are designed in the most cost effective manner
  • Work within budget to create realistic and financially sound business cases where appropriate
Recommended Qualifications:
  • Bachelor's Degree (required) or Master's Degree (preferred)
  • 6 - 10 years of service management experience
  • Experience in problem triage, troubleshooting and resolution
  • Excellent management and strong leadership skills, including ability to execute and prioritize a number of tasks simultaneously
  • Proven practical experience with analysis, process, service level agreements
  • High service orientation and ability to measure customer satisfaction
  • Ability to understand a problem from multiple perspectives and different points of view
  • Strong written and verbal communication skills
  • Strong interpersonal/relationship management skills
  • Solid experience with conflict resolution
  • Strong influencing and negotiation skills

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