Customer Service Manager
Lead a High-Performing Customer Service Team
Are you a customer-focused leader with a passion for developing teams, driving performance, and creating exceptional customer experiences? We are seeking an experienced Customer Service Manager to oversee our centralized, 24/7 virtual customer service operation. In this role, you will lead supervisors, team leads, and customer service representatives while ensuring operational excellence, employee engagement, and outstanding service delivery.
If you thrive in a fast-paced environment, enjoy using data to drive results, and have a proven track record of managing customer service teams, we want to hear from you!
The Good Stuff:
- Competitive Salary
- Medical, Dental, Vision plans
- 401k with 4% company match
- PTO, Paid Holidays, Paid Parental Leave
- Devices and Equipment provided - We'll set you up for success
- Remote work environment
Key Responsibilities
Team Leadership & Development
- Lead, coach, and develop supervisors, team leads, and customer service representatives.
- Establish performance expectations and provide ongoing feedback and coaching.
- Conduct regular one-on-one meetings with direct reports.
- Support employee development through coaching, mentoring, and growth opportunities.
- Complete introductory and annual performance evaluations.
- Manage staffing levels and approve time-off requests based on business needs.
Operational Excellence
- Oversee daily customer service operations to ensure efficiency and achievement of service goals.
- Monitor real-time performance metrics and quickly address service or productivity issues.
- Ensure team adherence to company policies, procedures, and customer service standards.
- Conduct quality reviews and audits of customer interactions to identify coaching opportunities and process improvements.
Customer Experience
- Analyze customer feedback, trends, and service challenges to improve the overall customer experience.
- Partner with cross-functional teams to resolve recurring customer concerns and address root causes.
- Drive initiatives that enhance customer satisfaction and loyalty.
Technology & Systems
- Leverage customer service technology and tools to improve team productivity and performance.
- Collaborate with IT and other departments to resolve technical issues and optimize systems.
- Stay informed on emerging customer service technologies and best practices.
Reporting & Performance Management
- Prepare and present daily, weekly, and monthly performance reports to leadership.
- Analyze key performance indicators (KPIs) and identify opportunities for improvement.
- Develop and execute action plans for underperforming metrics and team members.
- Address performance concerns through coaching, development plans, and corrective actions when necessary.
SKILLS & ABILITIES
- Education: High School Graduate or General Education Degree (GED): Preferred
- Experience: Manager/Supervisory experience in a Call Center environment is required. Quality Assurance and Industry experience is a plus, but not required.
- Computer Skills: Highly proficient with all Microsoft software, Word and Excel. Must be able to accurately type with 40 WPM average. Experience with cloud based Phone Software. Usage of Service Titan, also a benefit.
- Certifications & Licenses: none
- Other Requirements: Must be able to pass a background check.
Apply now and a member of our recruiting team will be in touch via email or phone!