Client Services Escalation Manager

Job Description

MUST HAVE INDUSTRY EXPERIENCE

Are you a charismatic communicator? Do you love to move fast and juggle several projects? Are you a proactive, confident person driven to achieve goals? We are looking for natural leaders who want to empower a team, create a great culture, and provide a world-class experience for our clients. If you are a dynamic professional motivated by a high-energy environment who is looking for an opportunity to leave your mark, we want to hear from you!

Location: Cordova, TN

Job Type: Full-time

Compensation Range: $65,000 base salary. With a performance-based bonus, all in comp should range between $75,000 - $100,000. We also offer health benefits, vision, dental, life insurance, PTO, and more

The Role – Client Services and Escalations Manager

This full-time position is responsible for managing the workflow of our office staff. The successful candidate is someone who is a strategic thinker, a strong leader, and is excellent at client escalation management and communication.

To succeed as our Client Services and Escalations Manager, you should be committed to improving internal and external customer experiences and ensuring operational efficiency. A top-notch Client Services and Escalations Manager should have excellent organizational, people management, and problem-solving skills.

This role will report directly to the Director of Operations

Job Duties and Responsibilities:

• Use problem-solving, strategic thinking, and customer-centered focus to drive priorities and decisions

• Lead, Manage, and hold Accountable your direct reports. Team consists of Customer Service team, New Business Processing team, and Administrative team

• Oversees operational systems, processes, and infrastructure while looking for opportunities for improvement or revision

• Responsible for client escalations calls pushed up from your team

• Implement and evolve strategic plans while collaborating with internal stakeholders and cross-departmental partners

• Analyze, develop and report on team measurables while driving improvement

• Manages Company Process Updates

• Keep current with industry trends and utilize knowledge gained to manage business improvements

• Ensure a quality plan is in place and executed

• Other duties, as assigned

Skills and Qualifications:

• 5-10 year customer service experience

• 3-5 years in management positions

• Time management skills

• Proven track record of problem-solving

• Ability to think critically

• Excellent and highly professional interpersonal skills – in person, via video conference, and by phone

• Strong verbal and written communication skills

• Obsesses about company performance; exhibits exceedingly high-quality standards

• Take the initiative to propose solutions & improve processes

• Technologically proficient in Microsoft Office 365, Microsoft Excel or Google Sheets, CRMs, etc.

• Bachelor's degree required

• Must align with Company Vision and Core Values

Additional Preferred Qualifications:

• Experience in financial wealth management or adjacent industry

• Experience working in a company running on the Entrepreneurial Operating System (EOS) is a plus

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AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.

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The pay transparency policy is available here:

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

Description

Founder and CEO, Janice Bryant Howroyd, is a North Carolina native who left her hometown in 1976 armed with $1500. Since then, she has dedicated her efforts to building an organization that is committed to keeping the humanity in Human Resources and Strategic, Inclusive Procurement.

Mrs. Howroyd’s commitment to excellence has grown ActOne Group to 33 countries, with over 17,000 clients and more than 2,800 employees. The largest woman-minority-owned workforce management company founded in the US, ActOne Group professionals bring expertise in delivering corporate HR initiatives to local and global markets.

Mrs. Howroyd was selected by former President Barack Obama to serve as a White House appointee and continues to serve under the current administration as an Ambassador of Energy. Mrs. Howroyd gives generously through funding and advocacy for STEM education, particularly for women and minorities.

Mrs. Howroyd leads her teams to build business success based on the ability to connect great companies with outstanding talent. Her passion for education, mentorship, and self-empowerment initiatives have earned her many professional and philanthropic recognitions. She is a sought–after speaker and media subject matter expert in her fields. Her book, The Art of Work: How to Make Work, Work for You, is available on Amazon.com.