Description

Job Title: Customer Service Manager

RP is seeking a Customer Service Manager to support the Department of Veterans Affairs (VA). This role is ideal for a proactive leader who can oversee customer service operations, manage support staff, and ensure a positive experience for VA end-users. The Customer Service Manager will play a key role in improving processes, resolving escalations, and maintaining service excellence.

 Responsibilities:

• Oversee day-to-day customer service operations, ensuring timely and effective resolution of user inquiries.
• Manage a team of help desk associates, providing leadership, mentorship, and performance feedback.
• Develop and implement customer service policies, procedures, and standards to improve support outcomes.
• Monitor ticketing systems to ensure issues are tracked, escalated, and resolved within established service levels.
• Conduct regular reviews of aged tickets and provide proactive updates to end-users.
• Establish customer satisfaction metrics, conduct surveys, and implement improvements based on user feedback.
• Collaborate with technical teams to address recurring issues and identify process improvements.
• Create and maintain comprehensive documentation, including user guides, FAQs, and escalation procedures.
• Train new staff on customer service best practices and the use of ticketing systems.
• Participate in disaster recovery planning, ensuring customer service continuity during high-impact events.

Requirements

Benefits