Day in the life of
Customer Service Manager – Samantha Aldenese
I’m Samantha, Customer Service Manager of Skill Success. A customer service role is more than helping customers with their complaints, questions and giving customers information about products and services.
Ticket dashboard where I answer escalations, view reports, and CSAT.
My typical day of work starts with checking my Slack unread messages to ensure that I don’t miss any important messages/announcements. I then look over my list of top priorities for the day and Teamwork tasks that are due by tomorrow as I normally complete my task/project a day before it’s due so I can still check it for any revisions. In the next 3 hours of my shift, I respond to customer escalations via email, approving and processing refunds, and responding to bank disputes. I then allot an hour for critical thinking on sales strategies and initiatives for the improvement of our customer’s experience.
After lunch, this is when I focus on the analysis of our efforts on failed payment recoveries, retention, and customer satisfaction. This is where I take note of areas where we are doing well and areas that need improvement, and I communicate it to my team. And before I end the day, I take a moment to chat with my team to check on them and see how their day went.
Some of my key responsibilities include but not limited to ensuring customer service efficiency, customer satisfaction, creating a vision for the CS team and giving them the autonomy to think creatively on how we can make it happen, ensuring team compliance, and collaboration with the leadership team to hit our company goals.
Pros
I love my job because I’ve always been given the autonomy to think and decide on initiatives and strategies that I want to apply to my CS team. I have a small team of A-players that are very supportive and compliant, a flexible schedule that helps me have a work-life balance, and I have lifetime access to our product (e-learning courses) that kept me updated on the latest technology and helped with my personal development.
Cons
I’m happy with where I’m at now. Our CEO has been awesome; he’s not just a boss but also a mentor who always shares his ideas and vision. We, in the leadership, work as one, and that’s why we almost always hit all the goals set for the year. But if you’ll ask me for challenges, there are challenges now and then, such as a decrease in customer satisfaction and payment failure recoveries, but these are just objectives that we’re constantly working on.
