Job Description

Job Description

Job Description

Customer Service Manager – Position Summary

Are you a dynamic leader with a passion for delivering exceptional customer experiences and driving results? We're seeking a Customer Service Manager to lead strategic initiatives, elevate performance, and enhance customer satisfaction for a trusted and respected brand. Opportunity to maximize processes, add value, and enhance operations for leaders in the booming Residential Home Services industry.

In this role, you'll bring your expertise in call center operations, analytical skills, and people-first mindset to shape and execute strategies that align with our mission and goals. You'll manage a team of 50+ Customer Service Representatives, ensuring they excel in key metrics such as average speed to answer, service levels, abandonment rates, and revenue-generating activities like appointment booking and membership sales.

This position is for someone who thrives in a fast-paced environment, balances strategic thinking with hands-on leadership, and is driven to create meaningful impact through process improvement and team development.

Customer Service Manager - Key Responsibilities

• Lead Operations - Manage the day-to-day activities and overall performance of the call center.
• Coach & Develop - Foster an environment of continuous learning through structured training, coaching, and mentorship programs for both on-site and remote CSRs.
• Drive Results - Monitor and improve KPIs such as service levels, revenue generation, and team productivity while aligning with organizational goals.
• Analyze & Innovate - Review performance data to identify opportunities and implement new processes that enhance efficiency, customer satisfaction, and revenue growth.
• Recruit & Retain Talent - Identify staffing needs, recruit top talent, and develop employees to their full potential.
• Resolve Escalations - Serve as the escalation point for complex customer concerns, ensuring timely and effective resolutions.

Customer Service Manager - Qualifications

• 10+ years of experience in call center operations or an equivalent combination of education and experience.
• 5+ years of proven leadership experience in a call center setting.
• Sales leadership experience is a plus.
• Strong command of call center operations, metrics, and technology (experience with Five9 and Verint preferred).
• Exceptional analytical, project management, and multitasking skills with a focus on meeting deadlines.
• Superior communication and interpersonal skills, with a track record of coaching and developing high-performing teams.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

Why Join Us?

You'll be at the forefront of transforming the customer experience while building and leading a best-in-class team. If you're ready to make a difference and drive growth in a collaborative and innovative environment, we want to hear from you.

Apply today to the Customer Service Manager opportunity to embark on this exciting opportunity!

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