Manager, Acceptance Support (Authorize.net)
The Acceptance Support Manager will be part of our Client Care support team and will be responsible for managing a team of Sr. Client Care Representatives that will be assisting Authorize.net clients regarding their payment gateway account.
Responsibilities:
- Managing a team that supports multiple support channels (voice, live chat, email & support case)
- Ensures that staff performance follows established procedures and meets or exceeds departmental performance standards
- Provides daily direction and communication to representatives
- Provides feedback, coaching, and training to meet performance objectives
- Provides statistical, performance, and developmental feedback on a regular basis to each team member
- Creates and administers performance reviews for skill improvement
- Conducts regular evaluations to monitor team member’s adherence to quality and departmental policies on client interactions
- Addresses disciplinary and/or performance concerns according to company policy. Makes effective/appropriate decisions relative to corrective action as required
- Ability to handle and resolve escalated client concerns
- Required to be flexible for leadership coverage, 24x7, 365
- Involved in process improvement procedures regarding the client experience or product enhancements (process & project management)
- Shares continual responsibility for deciding how to manage team member & ensuring client requests are handled efficiently and effectively from an overall line of business point of view
- Ability to work cross-functionally with multiple departments and platforms
- Ability to discuss and present with Senior Leadership on various topics
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.