Job Description

The Customer Service Manager will lead a high performing team consisting of approximately 3-5 direct reports and 30+ indirect reports. This role is responsible for mentoring and developing Supervisors, managing workflow to achieve service level objectives, optimizing processes to improve operational efficiencies and fostering a culture of continuous improvement, collaboration, accountability and customer service excellence. Additionally, the Customer Service Manager will work closely with our Sales, Credit and Operations teams to resolve customer issues and ensure a positive customer experience throughout every stage of the customer’s journey. The ideal candidate will be a hands-on, upbeat manager, who is passionate about inspiring employees, solving complex challenges, improving operational performance, and creating an environment where both employees and customers thrive.

Essential Responsibilities (Include but are not limited to)

• Lead, mentor and develop Supervisors to promote their professional growth and provide them with the tools needed to manage high performing teams that exceed organizational goals.
• Establish and communicate clear performance expectations, conduct regular coaching sessions, provide timely feedback, and complete performance evaluations that support employee growth and development.
• Ensure Supervisors are promoting a positive, professional, and customer-centric culture that encourages teamwork, innovation, accountability, and ownership.
• Ensure supervisors are consistently monitoring their teams’ performance, providing timely and effective feedback, and taking appropriate corrective actions when needed.
• Conduct regular quality reviews of customer interactions including emails, phone calls, and other customer communications to ensure consistency, professionalism, and adherence to company standards.
• Monitor daily departmental activity to ensure customer inquiries, requests and/or complaints are handled accurately, professionally, and within established service level expectations.
• Analyze reports to assess individual and team performance, identify trends, training needs and potential for growth.
• Build strong partnerships across departments to remove barriers, improve communication, and create a seamless customer experience.
• Work closely with our Training and Call Coaching Teams to ensure the feedback provided by supervisors, coaches and trainers is consistent, accurate and empowering, while promoting an environment of continuous improvement and accountability.
• Perform other duties and special projects as assigned.

Qualifications

• Bachelor’s Degree or equivalent relevant experience.

• 3-5 years’ experience in a managerial role within a medium sized contact center
• Proven ability to lead and inspire a high performing team that exceeds organizational goals

• In-depth knowledge of contact center best practices and technologies
• Proven ability to meet deadlines, adapt to changing priorities and manage time effectively.
• Excellent written and verbal communication skills; listen attentively to others, and convey information in a clear, concise and professional manner.

• Ability to inspire and motivate team members through stressful times.
• Results-driven and solution-oriented, with a strong work ethic and a positive can-do attitude.

• Demonstrated ability to exercise judgment, take initiative and make sound decisions in a dynamic, fast-paced environment

Benefits:

Your hard work and professional dedication will be rewarded with a competitive compensation and benefits package, including:

• Medical coverage
• Dental coverage
• 401(k)

* Plus more!

We are proud to be an equal opportunity employer and are committed to a drug and alcohol free environment.