Customer Service Manager - Full-time

Job Description

The Company

TrueBlue, Inc. (NYSE:TBI) is a leading provider of specialized workforce solutions with annual revenues of approximately $2.5 billion. The Company has an impressive growth track record with revenue and profits doubling over the last five years. Our Mission – Making a Difference by connecting People and Work. Today, TrueBlue operates three business segments: PeopleManagement, PeopleReady, and PeopleScout. All business lines are leaders in the staffing industry.

The Role

TrueBlue is looking for a leader to bring passion for customer service to the Payment Services team within Finance by managing the process, best practices, and data analytics to provide exceptional Customer Service to the field and our customers. The role will be based out of our HQ in Tacoma, WA. The Customer Service Manager (Payment Services) will have no direct reports but will be responsible for metrics and reporting of service and working closely with other managers to improve outcomes. This role will bring innovative ideas to develop quality metrics that measure and improve customer satisfaction by collecting, analyzing and summarizing data and trends and communicating out results to the leadership team. The individual will maintain the standards of excellence set forth in the department, and communicate and solve problems with other departments, managers, employees, and outside agencies. The key responsibilities for this role are:

Organizational and Management

• Strong leadership skills to work through others to get results and help motivate team members to improve customer service
• Lead trainings to share expertise and best practices on customer service processes and tools
• Collaborate with leadership and others across brands to facilitate best practices for customer service initiatives
• Ensure information is shared in a clear, concise and collaborative manner
• Ensure all teams have the same training and processes for ServiceNow
• Process documentation is standardized and up to date

Technical & Analytical

• Manage the process of ServiceNow for the Payment Services team, identify areas of improvement, and create sustainable solutions to improve customer service satisfaction
• Advanced knowledge of Excel with success in maintaining and organizing data
• Create and interpret dashboards to identify, monitor and resolve process inefficiencies
• Create reporting and analysis to publish to management that report out results of the team’s customer service and how to reduce ticket volume
• Develop standard procedures and processes for improving the service provided
• Maintain working knowledge of the company’s brands, systems and processes
• Perform audits of customer services responses and provide direct timely feedback to team members and their management
• Developing a close working partnership with other corporate departments, managers, employees, and outside agencies to resolve issues
• Investigate and analyze customer’s problems and find solutions
• Serve as a resource to staff, department heads and others for interpreting policies, procedures and regulations related to overall customer service satisfaction

Systems

• Manage all service levels through ServiceNow to meet or exceed the service level agreement
• Participate in the development, implementation and upgrades of ServiceNow
• Resolving issues in our systems by working with our IT department to prioritize, understand and resolve them
• Keep abreast of new products and services to optimize customer service levels
• Be proficient in Microsoft products such as Excel, outlook, power point, etc.

What you bring:

• Bachelor’s degree or equivalent years of experience
• 3-5 years of diverse experience in mid to large size Customer Service environments
• Experience creating ad hoc analysis to provide value driven metrics around customer service excellence
• Working knowledge of payroll related topics
• Strong interpersonal skills, including persuasive written and verbal communication skills
• Solid organizational and project management skills
• Passion for providing excellent customer service
• Ability to effectively interact and communicate with all levels of staff and management to build partnerships with various departments

Performance and personal competencies:

• Strong customer-oriented solution and advocacy mind-set.
• Capable of linking strategies to the business model using simple but compelling methods.
• The ability to align the resources of the customer service team to support business objectives.
• Strong interpersonal and relationship building skills with a high degree of self-awareness.
• Ability to identify and analyze organizational needs with solid problem-solving abilities.
• Experienced at providing mentorship in establishing vision and goals with a track record of developing team members.

TrueBlue provides a competitive compensation and benefits package including: Company-matching 401(k); Employee Stock Purchase Program; Tuition Reimbursement; College Savings Fund; and comprehensive Health Insurance including Medical/Dental/Vision.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

About Us TrueBlue was founded on the idea of connecting people and work. We work with businesses to provide the workforce solutions they need to succeed. Publicly traded since 1998 with annual sales of $2.7B, TrueBlue provides a talented workforce of over 840,000 people and partners with 130,000 companies around the world through three segments: PeopleReady, Workforce Management (PeopleManagement) and PeopleScout.
• PeopleReady provides on-demand and skilled labor in the retail, manufacturing, warehousing, logistics, energy, construction, hospitality, and ports & terminals.
• PeopleManagement provides on-premise contingent staffing and on-premise management of those contingent staffing services.
• PeopleScout provides high-volume permanent employee recruitment process outsourcing and management of outsourced labor service providers.
We see great opportunity to be the leading provider of contingent workforce solutions in North America and the recruitment process outsourcing solution globally. What we do at TrueBlue is simple – we put people to work and change lives every day.
This is an opportunity for you to join the growth and excitement at TrueBlue. We recruit strong talent that has potential to grow beyond the role initially hired and into future organizational leaders.

Internal ID: 101764PandoLogic. Keywords: Customer Service Manager, Location: Tacoma, WA - 98418