Customer Service Manager

Description

SeamlessWeb is seeking an experienced professional to join our Operations Team. As an independent line of business within ARAMARK, SeamlessWeb provides a cost-cutting service that allows employees to order food online and bill approved meals directly to their company, which reduces food-related expenses by up to 30%. Currently, SeamlessWeb's cutting-edge technology serves over 3,000 companies in 26 U.S. cities and London. Our clients include the 11 largest investment banks in the U.S., over 200 premier law firms, hundreds of hedge funds, investment advisors, accounting and consulting firms, and companiesof various sizes across dozens of industries. SeamlessWeb was also voted one of New York's Best Places to Work by Crain's New York Business in 2008! This individual will assist the Director of Operations with the day-to-day activities in Customer Service. The shift team members will report directly to this individual and he/she will be responsible for enforcing best practices, department policies and procedures. He/She will be required to provide information to the Director of Operations on issues or areas that need to be improved or streamlined and will be responsible for training and development of these shift individuals. This position will report to the Director of Operations. Responsibilities include, but are not limited to:

• Supporting current systems by monitoring all systems and staff performance, the goal being to make each experience positive for our members and partners.
• Focusing on partner and member retention by making sure that each and every experience ends positively.
• Working with managers in other support departments (data entry, catering sales, operations support, partner tech, client sales support, etc.) on various issues aimed to improve specific processes/practices within their areas of expertise.
• Ensuring standard operating procedures are in place and being followed.
• Keeping record of and reviewing customer service metrics (staff time off and attendance, staff goals and training, call volumes and others as assigned) to be reported to Director of Operations.
• Serving as the customer service lead on site testing, policy documentation and training of new features and/or enhancements within SeamlessWeb's technology platform.
• Managing new high profile (corporate) client or (restaurant) partner relationships as required.
• Monitoring and updating the Director of Operations on escalated partner situations/operational challenges (i.e., no working equipment).
• Assisting with the handling of escalated operational issues as reported by department managers in other support departments.
• Supporting marketing and development (as required) with customer promotions, partner initiatives, new product features, etc.
• Onboarding and continually training and engaging all customer service staff.
• Creating and maintaining the schedule for all customer service employees, including managing all vacation and PTO calendars as well.
• Complete other projects and duties as assigned by the Director of Operations.

***Ideal candidate must be available EVENINGS and WEEKENDS***

• Must be flexible with working hours - often on call
• May have to cover shifts when needed

Qualifications:

• College degree preferred.
• 3-5 years of previous customer service management, data entry or technical experience required.
• Excellent computer skills and proficiency in the Microsoft Applications (Excel, Word, Outlook and Internet Explorer).
• An excellent problem solver and pro-active solution seeker.
• Exceptional written and verbal communication skills.
• Leadership skills and vision in managing staff groups.
• Open to direction with a collaborative work style and a commitment to get the job done well.
• Ability to look at situations from varying points of view.
• High comfort level working in a fast-paced, community type environment.

*TO APPLY: Please visit our parent company's website at www.aramark.com\careers (Careers>Job Search>Organization "SeamlessWeb")