• Manages Customer Service Representatives and administrative activities of the assigned Customer Service function. • Provides day-to-day management and support to customer service staff. • Oversees personnel needs of the customer service department including selecting, coaching, and training employees and evaluating employee performance. • Monitors and evaluates customer service performance. • Identifies operational issues and process improvements, and implements strategies to improve performance. • Evaluates customer feedback through various channels. • Communicates and enforces company policies and procedures and develops and implements customer service performance standards. • Mentors Lead Customer Service Representatives and provides guidance to continue growth in customer service organization. • Determines training needs and establishes programs. • Compiles all customer service reporting requirements. • Develops and analyzes budgets, reports, and financial data. • Investigates and resolves escalated customer service inquiries.