Customer Service Manager

Posted 8/9/18

As the Manager of Customer Service, you will be responsible for managing customer service, it’s procedures and processes. You will ensuring good customer relations are maintained, and more complex customer inquiries and concerns are resolved fairly and effectively.


Candidates will be expected to perform the following duties:

  • Establishes and implements individual and team priorities, performance goals and objectives
  • Provides training and development opportunities for CSR team members and gives honest and open feedback to aid in the development of talent
  • Manages and evaluates individual/team performance and takes appropriate action to meet and/or exceed performance standards
  • Identifies and recommends process improvements that significantly reduce workloads or improve quality across assigned area(s) of responsibility
  • Serves as a resource to team members and internal/external customers on more complex assignments/projects
  • Manages workloads to ensure they are appropriately balanced among team members
  • Builds organizational capability within assigned area(s) of responsibility
  • Manages a team and processes for assigned area(s) of responsibility
  • Manages the processes and administration of customer inquiries, ensuring accurate, fair and efficient call management
  • Provides more complex guidance to CSR team members on customer inquiries and/or concerns
  • Reviews and resolves more complex escalated issues and concerns
  • Escalates issues as needed to upper management
  • Ensures team is appropriately trained to respond to customer inquiries/concerns
  • Designs and implements training plans based on assessment of team and individual needs
  • Ensures that the team maintains customer confidentiality while complying with NDAs etc.
  • Monitors and controls expenses within defined contract budgets
  • Ability to make sound judgments
  • Ability to communicate effectively, both orally and in writing
  • Ability to read, analyze and interpret instructions in written, oral, diagram or schedule form
  • Conscientious and detail oriented
  • Collaborative, must enjoy working with others and being part of a team
  • Customer and "other" focused
  • Self-starter and self-learner
  • Must work well under pressure
  • Good math skills including algebra
  • Superior interpersonal skills. Ability to get along with diverse personalities
  • Computer literate including basic typing and keyboarding skills
  • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneNote)
  • Perform other duties as assigned by the Company Executive Management Team
  • Ability to find common ground and can gain collaboration among management, colleagues and peers; can influence outcomes without directing or commanding
  • Ability to apply problem analysis and decision-making concepts to deal with variables to provide practical solutions
  • Strong project management skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines
  • Ability to speak a second language, Spanish preferred, a plus
Business Acumen
  • Maintains knowledge on current and emerging developments/trends for assigned area(s) or responsibility, assess the impact, and collaborates with management to incorporate new trends and developments in current and future solutions
  • Manages and enhances organizational initiatives by positively influencing and supporting change i.e. management, departmental, enterprise initiatives etc.
  • Undergrad degree or equivalent work experience
  • 5+ years of experience in Customer Services that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience

The position will pay competitively based on experience. Benefits include: medical / dental insurance, 401K, dependent care reimbursement accounts, medical reimbursement accounts, paid holiday / vacation and personal time.


Job Type: Full-time


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