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SCRAM Alcohol Monitoring Systems Customer Service Manager in Denver, Colorado

Job Descriptions:

POSITION PURPOSE

Alcohol Monitoring Systems, Inc., manufactures SCRAM, or Secure Continuous Remote Alcohol Monitor that automatically tests for alcohol consumption every hour, 24 hours a day, 7 days a week combined with Home Arrest. This breakthrough in electronic monitoring technology has revolutionized the supervision of alcohol offenders.

Alcohol Monitoring Systems, Inc. is looking for a Customer Services Manager to support our SCRAM continuous alcohol monitoring solutions to service partners, courts, and agencies. The Manager will also oversee the functions of Customer Services through effective and efficient services, resources and support tools.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Overall

  • Provide ongoing leadership in a multi-product 24/7/365 Customer Support environment.

Staff Management

  • Recruit and train highly skilled employees for Customer Services, including Analytic Support Representatives and Data Analysts.

  • Ensure staff coverage for Call Center 7 days a week, 24 hours a day by defining clients/staff member ratio for each shift and support role.

  • Ensure staff alignment with departmental and company imperatives, expectations, deadlines and procedures.

  • Assist with identifying departmental inefficiencies and/or bottlenecks and provide solution-oriented recommendations.

  • Review and approve caseload distribution and functions, especially during high peak hours to ensure proper staffing and case balance.

  • Ensure team members are receiving regular feedback as it relates to performance, expectations and career path through metric tracking.

Organizational Support

  • Perform process management by identifying outdated processes and documenting new processes.

  • Assist with managing, communicating and implementing coordinator activities that are impactful to the Customer Services team. Ensure any changes are integrated into daily processes.

  • Identify ways to drive operational efficiencies while continuing to provide a high level of quality customer service to our customers.

  • Refine internal training paths for new and existing employees to ensure comprehensive, consistent, and thorough education is taking place.

  • Ensure customer satisfaction as it relates to all elements supported by Customer Services.

  • Participate in projects and evaluate impacts to the CS team. Ensure proper quality controls and tests are in place for those items.

  • Ensure ongoing ISO compliance through internal and external audits by process and procedures identification, definition, documentation and implementation.

  • Provide feedback on any known or suspected product issues to Manufacturing or Engineering depending on the root cause of the issue.

  • Report any escalated customer issues to the appropriate department, and ensure internal escalation processes are being adhered to.

  • Assist with monitoring CS Key Performance Indicators to validate department efficiency and effectiveness.

  • Oversee the implementation and maintenance of CS tools to ensure maximum use of the call tracking system and Salesforce

  • Ensure quality case management through Salesforce

  • Other duties as assigned.

QUALIFICATIONS

Education/Certification:

  • Bachelor degree in related field, or equivalent in experience required

Experience Required:

  • At least three years of management experience required, with strong preference given to candidates with management experience in customer service and/or technical support environments

  • Must have at least three years of experience working in a customer service and/or technical support environment

Skills / Abilities:

  • Strong attention to detail

  • Strong organizational skills

  • Strong written and verbal communication skills

  • Possess excellent inter-personal and customer interaction skills

  • Works well in a cross-functional structured team environment

  • Proficiency with Microsoft Office (Excel, Word, PowerPoint)

  • PC proficiency

  • Knowledge of the Corrections Industry a plus

AFFIRMATIVE ACTION EQUAL OPPORTUNITY EMPLOYER

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Required Experience:

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Keyword: Customer Service Manager, Public Service, Law Enforcement, Probation

From: SCRAM Systems

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