Role OverviewThe Customer Service Manager/CRM Contract Manager will oversee the daily operations of the Customer Service Center, ensuring efficient and professional customer service. The role involves supervising staff, developing procedures, and monitoring performance metrics. The manager will also serve as the agency's Customer Relationship Management system (CRM) subject matter expert, analyzing and evaluating CRM functionality and recommending improvements.
What You Will Do
Responsibilities include managing the CRM system contract, enforcing contract components, and developing contract monitoring plans. The manager will also ensure vendor performance, coordinate CRM system enhancements, and facilitate communications between the CRM vendor, Customer Service Center, and other Ohio Lottery Offices.
Why It Might Be a Fit
The ideal candidate will have 5 years of training or experience in business administration, management, or public administration. The role requires strong program management, computer literacy, customer service, and leadership skills.
Requirements
- 5 years training or experience in business administration, management, or public administration
- Completion of undergraduate core program in business administration, management, or public administration
- 36 months training or experience in supervisory, administrative, and/or managerial position
- Completion of undergraduate core program for academic field of study commensurate with program area
- 1 year experience as Program Administrator 2
Benefits
- Medical Coverage
- Free Dental, Vision, and Basic Life Insurance premiums after completion of eligibility period
- Paid time off, including vacation, personal, sick leave, and 11 paid holidays per year
- Childbirth, Adoption, and Foster Care leave
- Education and Development Opportunities
- Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation
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