About the company
At Esri, we are committed to our customers and their success. It is a place for you to do your best work and partner with our customers amid a supportive culture that encourages creativity, collaboration, and passion.
Responsibilities
- Lead, mentor, and coach CSRs to meet performance goals and uphold service standards
- Conduct regular feedback sessions, goal setting, and performance reviews
- Manage daily workflows, ensuring timely resolution of customer inquiries, order requests, and profile issues
- Monitor team metrics and implement improvement plans as needed
- Handle complex or escalated customer issues with professionalism and efficiency
- Partner with internal departments (such as product, sales, support) to streamline processes and enhance the customer experience
- Analyze service metrics, identify trends, and recommend improvements
- Prepare detailed reports for senior management
Requirements
- 5+ years of professional experience in a similar position, supporting similar responsibilities
- Demonstrated leadership capabilities with sound judgment and effective decision-making skills
- Highly team-oriented with a strong commitment to achieving shared goals and driving collective success
- A strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team
- Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support
- Bachelor's degree in business or related field
Conditions
- Visa sponsorship is not available for this posting
- Base salary range: $70,304 - $85,280 USD