Job Title: Customer Service Manager
Department: Customer Service
Reports To: Director of Customer Operations
Job Summary:
We are seeking a highly motivated and experienced Customer Service Manager to oversee the daily operations of the Customer Service department. The ideal candidate will be responsible for managing a team of customer service representatives, ensuring operational efficiency, improving team performance, and fostering a positive work environment. This role requires strong leadership, problem-solving, and communication skills to successfully manage resources and maintain customer satisfaction.
Key Responsibilities:
- Leadership & Team Management: Lead, coach, and develop a team of 15 customer service representatives to achieve departmental goals. Provide regular performance feedback, conduct performance reviews, and identify training and professional development needs.
- Operational Oversight: Oversee day-to-day operations, including call center workflows and customer inquiries, to ensure efficiency and meet service-level agreements (SLAs). Optimize processes to improve response time and customer satisfaction.
- Goal Setting & Monitoring: Set clear objectives for the team, monitor performance against KPIs (e.g., first-call resolution rate, average handling time, customer satisfaction score), and ensure targets are met consistently.
- Budget & Resource Management: Manage the departmental budget of $X million, track expenses, and allocate resources effectively to ensure smooth operations, particularly during peak periods.
- Problem-Solving: Identify and resolve escalated customer issues, and implement strategies to reduce repeat complaints. Address operational challenges proactively to maintain high service quality.
- Cross-Department Collaboration: Work closely with Sales, Marketing, and Product teams to ensure customer feedback is communicated effectively and integrated into product improvements or service offerings.
- Reporting & Analysis: Prepare weekly and monthly performance reports on key metrics (e.g., call volume, response time, customer satisfaction) and analyze trends to identify opportunities for improvement.
- Compliance & Safety: Ensure the team adheres to company policies, industry regulations, and safety standards. Foster a positive and inclusive team culture that promotes respect and professionalism.
Qualifications:
- Education: Bachelor’s degree in Business Administration, Communications, or a related field, or equivalent work experience.
- Experience: At least 5 years of experience in a customer service or support role, with at least 2 years in a leadership position. Proven track record of improving team performance and customer satisfaction.
- Skills & Competencies:
- Strong leadership and people management abilities.
- Excellent verbal and written communication skills.
- Strong analytical skills with the ability to assess team performance and identify areas for improvement.
- Ability to work under pressure and meet deadlines, particularly during high-call volumes or busy seasons.
- Strong organizational and time-management skills, with a focus on optimizing processes.
- Proficiency in CRM software (e.g., Salesforce), Microsoft Office Suite, and customer service platforms.
- Familiarity with performance management tools and reporting dashboards.
Working Conditions:
- Full-time position
- Location: Hybrid (3 days in-office, 2 days remote), based in [City, State]
- Some occasional travel may be required for team meetings or training events.
Benefits:
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off (PTO) – 15 days per year
- Paid sick leave
- Professional development opportunities, including paid training
- Flexible working hours