Job Description:

CLIENT SERVICES MANAGER

POINT AND PAY - OLDSMAR, FL (REMOTE TO START DUE TO COVID-19)

The Client Services Manager is responsible for overseeing all aspects of client and partnership engagement and management.

What you'll be doing:

· Oversee and manage the day-to-day operations of the Customer Care function used by clients and customers for support.

· Develop and deliver appropriate training to the Customer Care team and other related teams within the company.

· Monitor and track quality performance.

· Coach and mentor supervisors and CSRs.

· Develop and deliver retention strategies, and identify and implement process and tool improvements.

· Oversee and manage the day to day account management functions.

· Work closely with VIP clients to ensure service expectations.

· Act as point of escalation and oversee issue resolution process and deliver on improvement bridging internal gaps.

· Oversee and manage day-to-day partnership management function.

· Work closely with partners on management of integration and future integration.

What we need from you:

· Bachelor’s degree in Business Management or equivalent years of experience.

· Minimum three (3) years Client Services Management experience.

· Minimum one (1) year supervisory/leadership experience.

· Ability to understand all operational functions, resource planning, issue resolution and escalation management.

· Strong personnel management skills, process improvement expertise and ability to develop training.

· Strong client and partnership relationship skills with a focus on retention, issue escalation, and engagement growth.

Point & Pay, a wholly owned subsidiary of North American Bancard,, designs, builds, and integrates unique payment solutions for governments, utilities, courts, and more. Our efficient, flexible systems enable clients to accept credit card payments or e-Checks.

North American Bancard helps businesses prosper through smarter commerce for all and we're committed to building the next generation of payment technologies and experiences. More than 250,000 satisfied merchants trust us to process more than $34 billion worth of transactions every single year. Propelled by cutting-edge technology, user-friendly products, and features, and the best customer service in the business, we continue to innovate to satisfy our clients and their customers.

At North American Bancard, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.

See job description

Apply Now