Top 115 Customer support & client services managers Jobs in Cambridge, Ma

Supervisor, Contact Center MA (Hybrid Schedule)
Eversource Energy Service Company —Westwood, MA
- $103,200 - $114,670 a year
- Weekends as needed
- Hybrid work
- Microsoft Excel
- Microsoft Outlook
- 5 years
5d
Assistant Manager – Call Center 6PM-3AM
Encore Boston Harbor —Everett, MA
- $61,000 - $66,000 a year
- Full-time
- Computer literacy
- Basic math
- English
Quick Apply
Manager, Voice of the Customer
Keolis Commuter Services —Boston, MA
- $80,000 - $88,000 a year
- Background check
- 5 years
- Writing skills
Quick Apply
12d
Team Lead
E-ZPass MA/TransCore —Natick, MA
- $19 an hour
- Temporary
- Mid-level
- Office
- High school diploma or GED
Quick Apply
Field Operations Manager (Minuteman Plumbing, Heating & Cooling)
Strongpoint Talent —Hingham, MA
- $120,000 - $150,000 a year
- Full-time
- Mid-level
- Residential
- Conflict management
- Paid holidays
- Health insurance
Quick Apply
Helpline Contact Center Supervisor
Health Resources in Action Inc —Boston, MA
- $57,000 - $64,000 a year
- Weekends as needed
- Microsoft Excel
- 5 years
- Writing skills
- Paid holidays
- Health insurance
10d
Assistant Director of Membership
YMCA —Newton, MA
- Weekends as needed
- Sales
- Research
- High school diploma or GED
Team Manager - Customer Service
Arbella Insurance Group —Quincy, MA
- $68,000 - $73,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Bachelor's degree
- Paid time off
- Opportunities for advancement
Associate Director, Customer Service
Repligen Corporation —Waltham, MA
- $143,200.40 - $205,864.95 a year
- Full-time
- 5 years
- Bachelor of Science
- Writing skills
- Dental insurance
- Flexible spending account
11d
Patient Transport Lead per diem weekends
The Brigham and Women's Hospital, Inc. —Boston, MA
- $23.34 - $33.37 an hour
- Part-time
- Management
- Mid-level
- Bachelor's degree
- Opportunities for advancement
Quick Apply
Client Services Manager, Home Care
BAYADA Home Health Care —Auburndale, MA
- $55,000 - $60,000 a year
- Urgently hiring
- Medical office experience
- Mid-level
- Office
- Paid holidays
- Health insurance
Quick Apply
VP, Customer Success
Access Information Management —Peabody, MA
- $190,000 - $210,000 a year
- Remote
- Analysis skills
- Senior level
- Leadership
Quick Apply
Senior Client Services & Onboarding Manager-Full Time Remote
Contributor Development Partnership, PBC —Boston, MA
- $69,000 - $76,000 a year
- Full-time
- Remote
- 5 years
- Business development
- Analysis skills
Quick Apply
Director of Membership
YMCA —Newton, MA
- $58,000 - $65,000 a year
- Weekends as needed
- CPR Certification
- Mid-level
- Bachelor's degree
Assistant Manager, Membership Relations
ALGONQUIN CLUB HEXAGON —Boston, MA
- $70,000 - $75,000 a year
- Weekends as needed
- Microsoft Excel
- Microsoft Outlook
- Mid-level
Quick Apply
Member Services Coordinator
YMCA —Newton, MA
- $19 - $22 an hour
- Full-time
- Research
- High school diploma or GED
- Conflict management
Senior Team Lead, Customer Onboarding
ZoomInfo Technologies LLC —Waltham, MA
- $78,400 - $123,200 a year
- 5 years
- Office
- Supervising experience
Escalation Manager
Freshworks —Boston, MA
- $85,000 - $105,000 a year
- Full-time
- Hybrid work
- Senior level
Quick Apply
5d
Customer Success Team Lead
OpenClinica LLC —Needham, MA
- $120,000 - $140,000 a year
- Full-time
- Remote
- 8 years
- Supervising experience
- Bachelor's degree
Quick Apply
6d
Sr. Director, Client Engagement
Epsilon —Wakefield, MA
- $128,000 - $192,000 a year
- Email
- Hybrid work
- Fair chance
- Senior level
- Leadership
- Commuter assistance
- Paid holidays

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Supervisor, Contact Center MA (Hybrid Schedule)

Eversource Energy Service Company -
Westwood, MA

Apply Now

Job Details

Full-time
$103,200 - $114,670 a year
5 days ago

Qualifications

Microsoft Excel
Microsoft Outlook
IVR
Telephone systems
Technical Proficiency
Analytics

Full Job Description

Eversource will not offer immigration-related sponsorship for this position (e.g., H-1B, O-1, J-1, TN, E-3, etc.). Applicants requiring visa sponsorship to start employment with Eversource will not be considered.

Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change.

This position is responsible for ensuring Eversource customers enjoy a top tier customer experience by leading our Customer Service Representatives in providing world class service. Ensures compliance with Company and regulatory policies and procedures, while fostering an engaging environment of going above and beyond for our customers in a 24/7 Contact Center setting. This professional position is responsible for the complete development of Eversource Customer Service Representatives through coaching and evaluative performance feedback, which maximizes customer satisfaction through sound business decision-making.

Essential Functions:

Leads a team of approximately 15 Residential or Business Customer Service Representatives in delivering high quality service to Eversource customers, ensuring that every customer is delighted during every interaction while creating an environment that fosters teamwork and accountability.
Engages in input that drives our Company towards our vision, leading others to do the same.
Directly accountable for ensuring exceptionally high individual CSR and center performance. This is achieved by being a visible presence on the contact center floor (at least 50% of the work week) engaging, evaluating, providing feedback and assisting Customer Service Representatives.
Provides weekly feedback to all direct reports through quality and performance coaching sessions and side by side CSR observations.
Handles escalated calls from customers, often involving complex and challenging situations, and resolves them to the customer’s satisfaction, while adhering to all company and regulatory policies and procedures.
Works collaboratively with the Customer Resolutions Supervisor to analyze escalation trends, perform root cause analyses, and evaluate customer feedback to improve Customer Satisfaction and First Contact Resolution.
Monitors inbound call volumes, individual and center performance and quality metrics, and customer feedback to ensure all company key performance indicator goals are met or exceeded.
Interprets and analyzes Post Transaction, First Contact Resolution, and Voice of the Customer survey results to identify performance trends and areas of opportunity and makes recommendations for policy and procedural changes to drive continuous improvement and increase customer satisfaction.
Works collaboratively with the Workforce Management team to ensure appropriate staffing needs and coverage and manage average handle time, after call work, and schedule adherence.
Communicates Company strategy and goals in a positive and timely manner to all employees, and professionally communicates employees’ concerns, questions, and ideas to management.
Ensures compliance with regulations and Company policies, and constantly looks for ways to improve business practices and policies to enhance customer satisfaction and loyalty.
Selects, trains, and develops new employees in the Contact Center using Eversource’s cutting edge recruiting and hiring process.
Participates on and leads various project teams, as necessary.
Participates in the on-call supervisor rotation, and participates in emergency/storm restoration events, as necessary.
Completes mid-year and year-end performance reviews, as required, for direct reports.
Interprets and ensures compliance with union contracts, as needed.
Exercises sound judgment and discretion in confidential matters.
Ability to work various schedules in a 24x7 contact center environment, as business needs dictate. Schedules will be rotational and will require flexibility regarding availability to work second shift and weekends, as required.
Ability and desire to work extra hours as necessary, in order to ensure exceptional individual, contact center and business performance.
Works with complicated/complex billing and system reports.
Responds to all email, correspondence, subpoenas and social media/executive inquiries.

Qualifications:

Technical Knowledge/Skill:

Requires familiarity with call center technology and telephony equipment, including ACD, IVR, Workforce Management and Quality Assurance tools.
Demonstrate familiarity with Social Customer Care platforms as well as the ability to calculate and analyze, various call center management metrics.
Requires Microsoft Office proficiency, including Word, Excel, PowerPoint, and Outlook.
Requires advanced analytical, verbal, written, interpersonal, and negotiating skills.

Education:

Requires a bachelor’s degree in Business, related discipline, or equivalent work experience.

Experience:

Five (5) plus years of related customer service experience or five (5) years customer contact center experience with at least two (2) years of supervisory responsibilities.
Previous supervisor or leadership experience strongly preferred.
The ability to speak multiple languages is a plus.

#LI-ES3

#custajd

Competencies:

Build trusting relationships

Manage and develop people

Foster teamwork and cross-functional collaboration

Lead change

Communicate strategic vision

Create an engaged workforce

Focus on the customer

Take ownership & accountability

Compensation and Benefits:

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is:

$103,200.00-$114,670.00

Worker Type:

Regular

Number of Openings:

Emergency Response:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

EEO Statement:

Eversource Energy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

Apply Now

Refine Your Search

customer support & client services managers jobs in cambridge, ma

Supervisor, Contact Center MA (Hybrid Schedule)

Assistant Manager – Call Center 6PM-3AM

Manager, Voice of the Customer

Team Lead

Field Operations Manager (Minuteman Plumbing, Heating & Cooling)

Helpline Contact Center Supervisor

Assistant Director of Membership

Team Manager - Customer Service

Associate Director, Customer Service

Patient Transport Lead per diem weekends

Client Services Manager, Home Care

VP, Customer Success

Senior Client Services & Onboarding Manager-Full Time Remote

Director of Membership

Assistant Manager, Membership Relations

Member Services Coordinator

Senior Team Lead, Customer Onboarding

Escalation Manager

Customer Success Team Lead

Sr. Director, Client Engagement

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