Customer Service Manager (Team Lead)

  • Irving, TX
  • Full-time

Company Description

PMAM Corporation is a diversified technology company with its offices located in the United States and India. PMAM is one of the largest, fastest growing and profitable companies in the area of Alarm Management services to city governments. Headquartered in the Dallas suburb of Las Colinas, PMAM has three offices in the US with aggressive growth plans to double in size over the next three years. The rapid growth of the company has created a wealth of career opportunities at our corporate offices. If you are looking for a dynamic career with significant earning potential and advancement opportunities, you've come to the right place.

Job Description

Accountable for implementation support and plays a key role as a point of contact for customer base during the implementation process. Required to develop and implement customer engagement strategies to maintain effective working relationships with outside business partners and customer to further strengthen client relations.

The Customer Service Manager provides quality audits, research, review, reports and data analysis for the customer service department and client relations to improve processes, procedures, and strengthen client relationships. Writes and reviews quality assurance standards, existing policies and procedures, and ensure compliance. Compiles statistical data and writes narrative reports summarizing quality assurance findings. Plans, promotes, and organizes training activities related to service quality and reliability.

Duties may also include supervision of a small call center (5 Cusomter Service representatives)

 

 

Qualifications

  • Bachelors or Associates Degree Preferred

  • Three to five years of experience with reporting and analysis in a call center environment

  • Strong analytical skills

  • Ability to establish and maintain effective working relationships, supporting external and internal partners

  • Excellent written and verbal communication skills including strong presentation skills and the ability to present executive summaries in a concise manner

  • Must be able to multi-task

Additional Information

PMAM Offers:

  • Competitive Base Salary
  • An Equal Opportunity Enviornment
  • Medical PPO Coverage after 90 days
  • Excellent career advancement opportunities
  • Small business environment with the ability to have an immediate impact