Job Description Summary:
The Customer Service Manager provides visible and proactive leadership to customers, internal partners, and front-line associates. This role requires strong leadership skills, superior influencing ability, broad perspective, and a partnership-based approach to relationships. This individual will champion efforts that improve processes that achieve the highest possible levels of customer experience and create an environment and “culture” that is results oriented. Significant accountability is placed on ensuring key metrics in the areas of quality; customer satisfaction, associate engagement, and leadership effectiveness are achieved. This position will oversee Customer Service.
Duties and Responsibilities:
· Lead the implementation of strategic initiatives that support company growth and enhance the customer experience.
· Champion organizational change initiatives and collaborate with senior leadership to drive continuous
improvement.
· Manage daily customer interactions by actively participating in the inbound phone queue, handling
escalated customer calls, making outbound customer calls as needed, and responding to emails, live
chats, and support tickets. Oversee and support the Customer Service team's interactions across all
communication channels to ensure timely, accurate, professional, and consistent resolution of customer
inquiries and issues.
· Monitor, respond to, and manage customer reviews across designated online platforms while maintaining
a positive brand reputation.
· Partner with cross-functional stakeholders to identify opportunities for process improvements, resolve
operational issues, and strengthen internal collaboration.
· Build and maintain strong relationships with internal teams to promote open communication, understand
business needs, and ensure high levels of customer satisfaction.
· Effectively manage team priorities, workloads, and resources to achieve departmental goals and maintain
service excellence.
· Recruit, train, coach, and mentor Customer Service team members to ensure they possess the skills and
knowledge needed to perform successfully.
· Analyze weekly and monthly performance metrics to identify trends, measure results, and implement
continuous improvement initiatives.
· Monitor team performance, identify areas for improvement, develop corrective action plans, and drive
productivity, quality, and exceptional customer service standards.
· Ensure compliance with company policies and operational procedures, promptly addressing and resolving
any compliance-related issues.
· Foster a positive, welcoming, safe, and inclusive work environment through active leadership, visibility,
and employee engagement.
· Stay current with industry trends, customer service best practices, and professional development
opportunities through ongoing education and networking.
· Prepare, analyze, and present weekly and monthly operational and performance reports for leadership
review
Qualifications:
- 5+ years’ Customer Service Experience, managing teams and a proven track record of growing and developing teams with a positive culture.
- Strong analytical and reasoning abilities; superior numeric skills.
- Ability to think strategically and critically using data to support decision making process.
- 3-5 years minimum experience with IVR and CRM applications.
- Strong Presentation skills with the ability to present to a large audience.
- Ability to analyze organizational performance, identify improvement opportunities, and drive results.
- Excellent knowledge of management methods and techniques
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Microsoft Office Skills with strong emphasis on Excel and PowerPoint
Working conditions
Primarily in an office environment. Periodic weekend or evening work is expected.
US Gold Bureau, Benefits and Perks:
Benefits:
· Medical, Dental, Vision, Life, STD, LTD
401k:
· 100% match, up to 3% of contribution
· 50% match for 4th and 5th % of contribution
· Fully vested upon enrollment
PTO:
· 3 weeks (15 business days) per year
Holidays:
· Up to 11 paid days per year
Events/Fun:
· Employee Appreciation and Recognition Events and Trips
· Monthly Social Squad Events
· Seasonal and Holiday Events
REPORTS TO: Director of Operations
DEPARTMENT: Customer Service
HOURS of WORK: M-F, 8:00am-5:00pm (additional hours as required)
LOCATION: Onsite
TRAVEL: None
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
