TreviPay Customer Support Manager in Overland Park, Kansas
This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/12318730
At KHI, we support aviation, marine, and government payments through a combination of innovative technology, service expertise, and working capital to improve their customer’s experience and free up funding for sustainability and growth. We specialize in payment and credit management for B2B companies across the globe, setting the stage for the future of omni-channel B2B payments by extending terms, handling invoicing and managing collections. We take care of our clients by taking care of their customers.
Every day, KHI employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.
The Customer Service Manager will be responsible for managing the performance and development of the operational support teams for Kropp Holdings, Inc. (KHI), a prime contractor supporting Defense Logistics Agency (DLA), an agency within the Department of Defense (DoD), in performance of the AIR/SEA Card® Program.
The Customer Service Manager will be responsible for successfully managing 24/7/365 Customer and Merchant Support as well as Data Entry and Exception handling for each program.
+ Motivates and develop a team of Customer Service Reps to ensure individual and team performance expectations are met and team provides world-class customer service
+ Motivates and develop data entry team ensuring a accuracy and productivity
+ Manages workflow of the team by assigning and also performing tasks
+ Responds timely and thoroughly to client inquiries as needed
+ Assists with escalated issues
+ Ensure team compliance with quality and productivity standards set for the department
+ Identify and act upon opportunities to enhance organizational procedures and processes
+ Interface directly with Client and KHI Leadership regarding operational support matters
+ Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
+ Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
The ideal candidate will possess the following:
+ Previous leadership or supervisory experience
+ Minimum 4 years of B2B Customer Service experience
+ Advanced knowledge of MS Word & Excel
+ Experience with problem identification and solution
+ Highly motivated, organized and a self-starter
+ The ability to work under pressure
+ Excellent attention to detail and strong interpersonal skills are a must
+ Previous experience in the commercial aviation or marine industry a plus
Skills and Qualifications:
+ Customer Service experience and mindset
+ Process Improvement
+ Decision making skills and experience managing processes
+ Staffing, planning, and ability to analyze Information