JOB DESCRIPTION

JOB TITLE: Customer Service Manager

DEPARTMENT: 290 – Customer Service

REPORTS TO: Director of Business Development & National Accounts

JOB SUMMARY:

The Customer Service Manager is responsible for the day-to-day leadership and performance of the Customer Service team. This position oversees a team responsible for supporting customers through phone calls, emails, and ticketing systems while ensuring timely, accurate, and professional resolution of customer needs.

The Customer Service Manager manages daily workflows, monitors team performance, drives accountability, and supports the achievement of established service level agreements (SLAs), goals, and key performance indicators (KPIs). This role owns customer escalations and works with cross-functional departments to identify trends, resolve recurring issues, and improve the overall customer experience. This is an onsite position requiring a hands-on leadership approach and regular interaction with the Customer Service team and other departments.

KEY RESPONSIBILITIES:

Leadership & People Management

• Lead, coach, and develop the Customer Service team to meet department and company goals.
• Set and communicate expectations regarding productivity, quality, customer service, professionalism, and accountability.
• Monitor employee performance and provide regular coaching, feedback, and guidance.
• Assist with employee training, onboarding, development, and performance management.
• Support scheduling, staffing, and daily workforce needs based on customer demand, volume, and business priorities.
• Foster a positive, collaborative, accountable, and customer-focused team environment.
• Serve as a resource for employees regarding customer service processes, procedures, and escalations.

Customer Service Operations & Workflow Management

• Oversee daily Customer Service workflows to ensure customer inquiries and requests are handled accurately and within established service expectations.
• Manage and prioritize incoming customer communications through phone, email, and ticketing systems, working closely with National Accounts as required by specific triggers.
• Monitor ticket queues and workloads to ensure timely responses and appropriate assignment of customer requests.
• Identify workflow issues, bottlenecks, and recurring customer concerns and implement solutions, escalating to the Director of Business Development & National Accounts where cross-departmental change is required.
• Ensure team members follow established processes, procedures, and service standards.
• Monitor and manage escalated customer issues, ensuring appropriate follow-up and resolution.
• Partner with Sales, Operations, IT/Product, Finance, and other departments to resolve customer issues and prevent recurring problems.

Customer Escalations - Concerns / Complaints

• Serve as an escalation point for complex, sensitive, or high-impact customer concerns, especially those identified as complaints.
• Respond to all customer escalations in a professional, timely, and solutions-oriented manner.
• Route customer complaints to the appropriate defined path within Quality and other departments as needed, maintaining complaint handling records, route causes, and resolution. 
• Investigate all other customer concerns and coordinate with appropriate departments to determine root causes and resolution.
• Track recurring escalations and identify / implement opportunities for process or training improvements.
• Communicate significant customer issues and trends to the Director of Business Development & National Accounts.

Documentation, SOPs & Work Instructions

• Drive the development, maintenance, and implementation of Customer Service documentation.
• Create, update, and maintain Standard Operating Procedures (SOPs), Work Instructions (WIs), workflows, and other department documentation.
• Ensure processes are clearly documented and communicated to Customer Service employees.
• Identify gaps in documentation and recommend updates based on operational changes, customer feedback, and recurring issues.
• Assist with maintaining knowledge resources used by the Customer Service team.
• Support the implementation of new processes, procedures, and system changes.

Goals, KPIs & Performance Management

• Monitor daily, weekly, and monthly Customer Service goals and KPIs.
• Track metrics related to productivity, ticket volume, response times, resolution times, quality, customer satisfaction, and service levels.
• Review team performance and identify trends, risks, and opportunities for improvement.
• Provide performance updates and reporting to the Director of Business Development & National Accounts.
• Use data and reporting to make informed decisions regarding staffing, workflow, coaching, and process improvements.
• Hold employees accountable for meeting established performance expectations.
• Assist in establishing and communicating department goals and performance expectations.

Process Improvement & Systems

• Identify opportunities to improve Customer Service efficiency, quality, and scalability.
• Assist with implementing process improvements and workflow changes.
• Utilize CRM, ticketing, and workflow management systems to monitor performance and customer activity.
• Support the use of systems such as Atlassian JIRA and Confluence or comparable platforms.
• Partner with the Director of Business Development & National Accounts and cross-functional teams on system enhancements and process improvements.
• Identify opportunities for automation and improved workflow management.

QUALIFICATIONS:

• Minimum of 4 years of proven experience in Customer Service, Customer Service Management, Customer Service Supervision, or a similar leadership role.
• Demonstrated experience leading, coaching, and developing Customer Service employees.
• Proven ability to manage team performance and achieve established goals and KPIs.
• Strong knowledge of customer service operations, including phone, email, ticketing systems, queue management, workflows, and escalation processes.
• Experience managing customer escalations and resolving complex customer concerns.
• Demonstrated ability to develop and maintain SOPs, Work Instructions, workflows, and other operational documentation.
• Strong analytical and problem-solving skills with the ability to use data to identify trends and improve performance.
• Strong written and verbal communication skills.
• Professional and composed when handling escalated or difficult customer situations.
• Strong organizational skills and attention to detail with the ability to manage multiple priorities.
• Proficiency in Microsoft 365, including Outlook, Teams, Word, Excel, and PowerPoint.
• Experience with JIRA, Confluence, CRM, ticketing, or comparable workflow management systems preferred.
• Ability to work collaboratively with Sales, Operations, IT/Product, Finance, and other departments.
• Ability to work effectively in a fast-paced environment with changing priorities.
• Strong judgment, accountability, and follow-through.
• Ability to maintain confidential information appropriately.
• Must be willing and able to work onsite at the Company's designated work location.
• Successful completion of a company-required job related, work-style assessment as part of the selection process.
• Bachelor's degree in Business, Communications, Management, or a related field preferred.

PHYSICAL REQUIREMENTS:

• Requires light physical activity performing non-strenuous daily activities of an administrative nature (i.e., sustained phone, headset, and keyboard use) as well as periods of prolonged sitting.

RELATIONSHIPS:

• In performing the above responsibilities, the Customer Service Manager maintains the following relationships: 
• The incumbent is accountable to the Director of Business Development & National Accounts, fulfilling the above responsibilities and others, which may be assigned.
• As a service organization with a commitment to quality, it is the responsibility of each employee to maintain accurate and professional demeanor with colleagues and customers.