Customer Support Manager, Berkeley

Position:
Customer Support Manager
Reports to:
Operations Manager
Job Summary:
The Customer Support Manager (CSM) is responsible for providing timely and value-adding customer service to customers including, but not limited to candidates, contract employees, clients and internal partners.
This is a customer-facing role that will require ongoing support of customer interactions, problem resolution, and maintaining general office operations, via telephone, email, and in-person.
Supervisory Responsibilities:
Oversee responsibilities of administration team
Serve as liaison between field office producers and corporate teams and find opportunities to drive partnerships between the corporate and field employees
Duties/Responsibilities:
Provide exceptional customer service to the internal team, clients, and contract employees.
With assistance of office Directors, manage CSAs and Office Coordinators, including regular and annual performance feedback, time off requests, and training and development.
Oversee and support CSAs and Office Coordinators with the candidate and client onboarding process to ensure compliance with state and federal requirements.
Assist sales and recruitment teams, CSAs, and Office Coordinators with escalated contract employee questions or concerns.
Provide education and accountability to field office producers around important processes, including timely new hire submittal, timely finish submittal, client onboarding, etc.
Performs other related duties as assigned.
Required Skills/Abilities:
Experience with employee relations, human resources, payroll, and/or customer service.
Thorough knowledge of business policies and human resource practices.
Excellent people management skills.
Ability to prioritize, organize, problem solve and meet deadlines and goals.
Experience using a CRM system and HRIS, Salesforce a plus.
Proficiency in Microsoft Office.
Ability to communicate effectively and provide follow up.
Excellent written and verbal communication skills.
Strong decision-making ability.
Ability to build strong partnerships with internal and external customers.
Integrity and ability to maintain confidentiality and personal credibility.
Ability to tackle complex issues and develop innovative, practical solutions.
Education and Experience:
Bachelors degree preferred.
3-5 years management experience preferred.
Physical Requirement:
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.