- 경험
- 어느
- 샐러리
- —
- 채용 공고
- 1
- 게시됨
- 3주 전
- 작업 모드
- 사무실에서
- 적임
- Experienced professionals with Salesforce-based customer service and escalation-handling backgrounds are encouraged to apply. Prior supervisory experience and exposure to higher education, testing, or compliance work are preferred but not mandatory.
- 재개하다
- 신청 시 필수 사항
당신이 일하게 될 곳
직무 설명
Role overview
The Midtown Group is hiring a temporary Operations & Customer Service Manager to support coverage during an upcoming maternity leave. This role sits within a national organization and focuses on keeping daily operations on track, supervising a small group of junior specialists, and resolving customer issues that require escalation. The position also includes administrative document review work tied to preparation for the organization’s 2027 season.
Key responsibilities
- Oversee Salesforce queues and the day-to-day work of one to two junior team members so service requests are completed within required timelines.
- Serve as the main point of contact for complex or sensitive customer questions, including urgent policy exception requests.
- Use detailed standard operating procedures to work through nuanced cases accurately.
- Write clear, professional, and empathetic messages that calm concerns while staying firmly aligned with policy.
- Review revised policy documents to confirm every required update has been captured correctly.
- Monitor policy files sent to outside vendors for ADA compliance review.
- Keep project trackers current in Excel and work with shared files in SharePoint.
Required qualifications
- Hands-on experience with Salesforce for queue management, staff monitoring, and ticket responses.
- Solid customer service experience, especially with difficult escalations and understanding the real issue behind a customer’s request.
- The maturity and judgment needed to guide junior staff and follow up directly on overdue tasks.
- Strong written communication skills with the ability to present strict requirements professionally.
- A proactive approach, including the ability to research thoroughly and review written guidance and prior case history before involving senior leadership.
Preferred background
- Previous experience leading a team or acting in a supervisory capacity.
- Experience in higher education, testing environments, or legal/compliance-related work.
Additional information
This is a temporary contract role. The selected candidate will not receive a separate company laptop and will instead access work systems through a secure virtual machine on their own device.
Application note
Applicants should submit a resume that clearly shows Salesforce experience and a background in handling customer escalations.