Position Summary
We are seeking a reliable and organized Customer Service Manager to oversee daily customer support operations and manage two part-time customer service employees. This role is responsible for ensuring excellent customer experiences through responsive communication, account support, billing assistance, and proactive follow-up with customers regarding payment or account issues.
The ideal candidate is professional, detail-oriented, customer-focused, and comfortable handling both administrative responsibilities and team supervision.
Key Responsibilities
Customer Support & Account Management
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Provide exceptional customer service through inbound phone calls and email support
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Assistcustomers with account-related questions and updates
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Troubleshoot login and access issues for online platforms
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Respond to billing inquiries and payment-related concerns
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Process and manage customer account payments
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Maintainaccuratecustomer records and account documentation
Collections & Follow-Up
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Conduct outbound callsregardingfailed credit card transactions or missed payments
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Follow up with customers to resolve outstanding account issues promptly and professionally
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Identifyat-risk customer situations and escalate or hand off cases when necessary
Administrative Duties
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Perform daily administrative tasks related to customer accounts and support operations
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Monitor support inboxes, ticket queues, and customer communication channels
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Ensuretimelyandaccuratedocumentation of customer interactions
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Assistin developing and improving customer service procedures and workflows
Team Management
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Supervise and support two part-time customer service employees
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Assistwith scheduling, training, and performance oversight
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Ensure team membersmaintainprofessionalism and high-quality customer interactions
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Help create a positive, collaborative, and efficient work environment
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Maintain KPIs to measure employeeperformance and analyzeopportunities for growth
Qualifications
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5+ years of customer service or customer support experience required
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Prior management or team leadership experience preferred
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Strong communicationskills, both verbal and written
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Excellent organizational and multitasking abilities
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Comfortable handling sensitive customer and billing information
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Proficient with email, phone systems, CRM platforms, and online account management tools
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Ability to remain calm and professional in challenging customer situations
Schedule
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Full-time position
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Standard business hours with occasional flexibility as needed
Preferred Skills
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Experience with billing systems or payment processing
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Problem-solving mindset with strong attention to detail
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Ability to prioritize tasks and manage multiple responsibilities efficiently
Compensation & Benefits
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Competitive pay based on experience
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Opportunities for growth and advancement
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Supportive team environment
