Executive: Customer Service Manager (Retention) - Northbrook, Illinois - (Northbrook, IL)

Job DescriptionJob SummaryThe Customer Service Manager is responsible for overall management of the Retention department at Endurance. This individual must be able to work collaboratively and effectively with all levels of employees, including senior management and staff. The Customer Service Manager is responsible for the coaching, motivating, management and evaluation of the Retention staff and their duties include achieving the company retention and customer service objectives.Responsibilities and DutiesDevelop, implement and oversee all Retention department activitiesStrong experience in call-center managementHandling of escalated/high-importance phone calls from CS representativesMotivate CS teammates to consistently increase retention rates and achieve both individual and company retention goalsWork individually with customer service staff to ensure each person is properly trained and motivatedCRM and technology aptitude to handle multiple platforms at a high volumeRegularly monitor calls with teammates