Job Description

The

Customer Service Manager

at Bianka Panova Academy is responsible for delivering a seamless, positive experience for students, parents, and prospects -- from initial inquiry to ongoing academy engagement. This role combines

relationship management, process coordination, and service quality improvement

to uphold BPA's reputation for excellence in rhythmic gymnastics education.

Roles & Duties

a. Supervise and lead the customer service department/front office, providing guidance and support to ensure high performance and morale.


b. Monitor and evaluate the performance of the customer service department, setting clear goals and objectives, and providing regular feedback and performance reviews.


c. Identify inefficiencies in customer service processes and workflows, implementing improvements and streamlining procedures to enhance efficiency and effectiveness.


d. Manage escalated customer inquiries or complaints, resolving issues promptly and effectively to ensure customer satisfaction and retention.


e. Implement and enforce customer service policies, procedures, and standards to maintain consistency and quality in service delivery.


f. Analyze customer service metrics and feedback to identify trends, areas for improvement, and opportunities to enhance the customer experience, services, and processes.


g. Develop and implement strategies for collecting and analyzing customer feedback, utilizing insights to drive improvements in products, services, and processes.


h. Collaborate with other departments such as sales, marketing & finance to ensure alignment in customer service initiatives and address customer needs effectively.


i. Oversee and manage the billing process for customers, ensuring accuracy, timeliness, and compliance with billing policies and procedures.


j. Oversee and manage onboarding, and retaining clients; managing the existing client portfolio; selling academy merchandise; and overseeing gymnasts' participation in events, competitions, camps, and other related activities.


k. Perform other ad-hoc duties as assigned.