Job Description

Job Description

Job Description

Customer Service Manager, Inbound Call Center Team

Summary

The Customer Service Manager is responsible for overseeing Customer Service Specialists within the office operations, ensuring efficiency, high performance, and alignment with the company’s mission and core values. This role involves supervising administrative staff and optimizing customer service.

Key Responsibilities

Leadership & Team Management

• You as our Customer Service Manager will supervise and support a team of 8 Inbound Customer Service Specialists and some office administrative staff.
• Provide coaching, training, and performance feedback to enhance team effectiveness.
• Enrich, promote and follow company policies, processes, procedures, and positive core values with consistency and professionalism.
• Conduct regular one-on-one meetings to support staff development and performance improvement.
• Implement corrective action when necessary to maintain high standards.

Customer Service & Client Relations

• Ensure outstanding customer service by overseeing all client interactions.
• Address and resolve customer inquiries and concerns with professionalism and empathy.
• Monitor customer satisfaction metrics and implement service improvements as needed.
• Maintain industry-leading phone response times and service level expectations.

Training & Staff Development

• Establish clear performance expectations and goals for the team.
• Develop training programs to enhance customer service and sales skills.
• Recognize and reward achievements to promote a positive and motivated workplace.

Operational Efficiency & Delegation

• Assign tasks effectively, ensuring staff are well-trained and empowered.
• Streamline workflows to maximize productivity and minimize inefficiencies.
• Ensure employees have the tools and resources required for optimal job performance.

Technology & Data Management

• Utilize and optimize technology to improve operations and customer service.
• Ensure accurate and consistent data entry in company systems.
• Monitor and refine data collection processes to enhance accuracy and completeness.

Office Administration & Resource Management

• Maintain office equipment and coordinate necessary repairs or replacements.
• Manage office supply inventory, ensuring adequate stock levels.
• Oversee the cleanliness, organization, and functionality of office spaces.

Required Skills & Qualifications

• Associate’s degree or equivalent experience.
• Minimum 2 years of experience in customer service.
• Strong CRM and computer skills.
• Experience with business software ( Google Suite, Word, Excel/Spreadsheets ).
• Strong organizational and time management skills.
• Proficiency in communication technologies (email, web, cellular).
• Strong coaching, leadership, and employee development abilities.
• Basic bookkeeping and accounting knowledge.
• Ability to maintain professionalism and confidentiality at all times.

Companies hire our recruiting resources to fully represent them and be their recruiting partner to fill their open positions. This replaces the traditional Corporate Recruiter. We act on behalf of our client for the full recruiting cycle with a focus on win-win for people seeking the right opportunity.

Company Description

Companies hire our recruiting resources to fully represent them and be their recruiting partner to fill their open positions. This replaces the traditional Corporate Recruiter. We act on behalf of our client for the full recruiting cycle with a focus on win-win for people seeking the right opportunity.

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