User Support Specialist supporting the POSTMAN software for intelligence analysis at Xcelerate Solutions. Collaborating with various stakeholders to enhance user experience and discover relevant data.
About the role
- Customer Service Manager leading the West Accounts Team based in Irving, TX. Responsible for team development and delivering best-in-class customer experience in a fast-paced environment.
Responsibilities
- Responsible for hiring, coaching, and leading a diverse and inclusive team
- Lead the West Accounts Team within Customer Service, based in Irving, TX
- Serve as coach, mentor, and leader to help individuals grow in their career
- Uphold quality service standards while modeling adherence to standard operating procedures
- Promote a culture consistent with the ASC organization while creating a team of highly engaged customer advocates to deliver a best-in-class customer experience
- Monitor reports, KPI’s and dashboards while analyzing data to assess resource allocation and maximize efficiency
- Contribute to development and roll-out of customer service/sales support standard operating procedures
- Support team members in resolving escalated issues and complaints
- Provide support on cross-functional initiatives as internal liaison for Customer Service team
Requirements
- Prior experience managing a support team in a fast paced, high intensity, customer focused environment.
- Demonstrated in-depth knowledge of ASC’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports in customer service/sales support.
- Ability to remain calm and professional under pressure while modeling such to their team members.
- Excellent leadership and interpersonal skills.
- Strong organization skills and ability to multi-task/prioritize based on urgency.
- Strong written and verbal communication skills with ability to communicate across multiple levels within an organization.
- Demonstrated ability to analyze complex situations and effectively problem-solve.
- Proven capacity to discern when confidentiality must be observed.
- Demonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.
Benefits
- The base salary range for this position is $90,000.00 - $110,000.00 USD annually
- ASC Engineered Solutions’ philosophy on compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.
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