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Senior IT Client Services Manager in Memphis, TN 38138 at TruGreen

Date Posted: 6/11/2019

Job Snapshot

Job Description

Position Overview

Customer Service will be the Primary focus for the Sr. Manager of Client Services. By expediting resolution of issues, clear and timely communication, improving processes, and adapting to the business needs, the Client Services team will be the soul of the IT Organization.

Responsibilities

Responsible for process improvement, customer service, communication of issues, and proactive monitoring of all systems and applications Responsible for reviewing and responding to escalated incidents, emails and our ticketing system Oversee escalations to resolution, gathering resources as needed to resolve issue within the time constraints of the SLA. Responsible for directing the support team, managing the incoming flow and directing follow up cases Routinely engage with clients to build relationships and understand how our performance is perceived and/or where gaps exist. Review service failures and prepare/deliver root cause incident reports on both technical and process issues Monitoring the incoming phone calls and holding callers and our CRM case queue Maintain timely communication with business associates on incidents that have been escalated Maintain and update all processes, procedures, and instructional documentation for your team and business associates as required Team scheduling and change requests Manage team meetings, motivate others and communicate all changes from all departments within IT Primary escalation point for the support team

Competencies

  • Customer Focus/Sales Growth
  • Results Orientation/Sense of Urgency
  • Change Mastery
  • Attracting and Developing Talent
  • Integrity/Values
  • Business/Financial Acumen

Education and Experience Requirements

  • Bachelor’s degree and 8-10 years of experience working in an IT operations and development process role, or an equivalent combination of education and experience
  • Strong leadership/Communication skills
  • Experience in Proactive Monitoring systems preferred (IE: SolarWinds, NewRelic, SCOM, etc).
  • Demonstrated business analysis skills
  • Ability to handle several tasks simultaneously, plan, organize, prioritize and make effective decisions.
  • Demonstrated ability to develop internal resources and manage vendor resources
  • Experience with business and technical requirements analysis, business process modeling/mapping, methodology development, and data mapping
  • Ability to communicate technical issues in a clear and concise manner to business partners and IT partners at both the working and executive levels

Knowledge, Skills, and Abilities

  • Ability to build customer relationships and provide customer service
  • Knowledge and ability to cope with and resolve escalated customer service issues
  • Conflict resolution skills
  • Knowledge of company products and services
  • Attention to detail and accuracy
  • Effective communication and negotiation skills with all client levels.
  • Written and verbal communication skills
  • Computer skills with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
  • Mathematical skill to calculate figures and amounts such as financial analysis, utilizing graphs, promotional discounts, and percentages
  • Time management skills
  • Ability to prioritize, organize, and perform multiple tasks

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

  • Sit, stand and walk
  • Use hands and arms to handle, feel or reach
  • Speak and hear
  • Use close vision abilities

Occasionally required to:

  • Lift or move up to 10lbs
  • Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

  • Noise level
    • Low to moderate
  • Adverse Conditions
    • Minimal

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

To learn more copy and paste this URL into your browser: www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

TruGreen performs pre-employment testing.

Disclaimer 
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing.  I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time. 



R12541
102063

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