Disaster Recovery Administrator jobs in Baltimore, MD

Our company is currently looking for a Customer Support Manager. In this position you will be making a difference each and every day.

We’re seeking someone who is great on the phone, who has excellent analytical skills, and who is a serious multi-tasker. If you are self-motivated and have superb interpersonal skills, then you’ll thrive in this work environment. Our idea of the ultimate candidate is one who is proactive, is experienced, truly enjoys providing superior service, and loves taking ownership.


Job Summary

The Customer Support Manager will have the crucial task of supervising the customer service team to ensure that the company's scheduling, dispatching, and customer service objectives are achieved. Key duties will involve directly overseeing the department by effectively managing, guiding, and inspiring team members, as well as facilitating onboarding and training processes. Responsibilities also include monitoring call quality and coordinating schedules across all office locations. Additionally, the role entails addressing concerns from dissatisfied customers and devising satisfactory resolutions. Strong leadership and communication skills are imperative for success in this position. Monthly travel to the company's other offices is expected. Furthermore, this role will oversee the international customer service department, which may entail evening or weekend work hours.

Duties & Responsibilities

• Make certain that all potential job prospects are contacted and transitioned to the appropriate status in accordance with the company’s system.
• Using the company's resources, the Customer Support Manager will conduct weekly audits to address any discrepancies in the department’s processes. These audits will also initiate the introduction of proactive strategies within the customer service team. The Customer Support Manager holds the responsibility of communicating these approaches to their team members.
• The Customer Support Manager will monitor training, team meetings, performance ratings and on-call scheduling.

Required Education and Experience

• 5 years of Customer Service experience
• 2 years of experience leading a team

Company Benefits:

401k matching

Medical/Dental/Vision

Generous PTO policy

Training & Development