Job Description

Posting number: NC-2714

Department: - Not in the Classified Service, See Posting

Job classification: X - Job Not in Classified Service

Posting type: NON COVERED PSA

Categories: Miscellaneous, Customer Service

CUSTOMER SERVICE MANAGER-WV PARKWAYS AUTHORITY-RALEIGH CO.
SALARY: $65,000.00 - $75,000.00, based on experience

Department: Customer Service Center

Reports To: Director of Customer Service

FLSA Status: Exempt (Salaried)

Position Type: Full-Time

Location: Beckley, WV


The Customer Service Manager is responsible for overseeing daily operations and overall performance of the Customer Service Center (CSC). This role provides leadership and direction to Supervisors and staff, ensuring efficient workflow, high-quality customer service, and compliance with all WVPA policies and procedures.

Key Responsibilities

• Provide leadership and oversight to Customer Service Supervisors and staff.
• Manage Supervisors and ensure consistent performance and accountability.
• Oversee CSC operations including customer service, account management, violations, and image review.
• Monitor productivity, service levels, and workflow distribution.
• Implement strategies to improve performance and operations.
• Review reports and performance metrics.
• Ensure compliance with WVPA policies and procedures.
• Oversee image review operations and standards.
• Support escalated customer issues.
• Assist with budgeting and staffing planning.
• Support hiring, onboarding, and retention.
• Manage employee performance and evaluations.
• Coordinate training and development.
• Promote a professional team environment.
• Perform other duties as assigned.

Qualifications

High School Diploma or GED required.
Must be able to pass a background check.
3-5 years of customer service experience required.
3+ years of supervisory or management experience required.
Candidates are required to have experience utilizing a toll back-office system and supporting customers in a high-volume call center environment.