Customer service Manager

About the role

We're looking for a Customer Service Manager to join our team in Salt Lake City, Utah. In this role, you'll lead a dynamic customer service team, drive operational excellence, and ensure every customer interaction reflects our commitment to exceptional service. As a Customer Service Manager, you'll combine strong leadership capabilities with a genuine passion for customer satisfaction, fostering a supportive environment where your team can thrive while consistently exceeding customer expectations.

• Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standards
• Develop and implement customer service strategies that enhance customer satisfaction and loyalty across all touchpoints
• Monitor and analyze key performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify improvement opportunities
• Conduct regular performance reviews, provide constructive feedback, and create professional development plans for team members
• Handle escalated customer issues with empathy and decisiveness, ensuring swift and satisfactory resolutions
• Oversee the onboarding and training of new customer service staff, ensuring they are equipped with the knowledge and skills needed to succeed
• Collaborate with other departments to streamline processes, improve customer experience, and address systemic issues
• Customize and optimize customer service workflows and procedures to enhance efficiency and effectiveness
• Maintain detailed records of customer interactions, complaints, and resolutions to identify trends and areas for improvement
• Foster a positive team culture that emphasizes collaboration, continuous learning, and customer-focused values

Qualifications & Requirements

• 3+ years of professional experience in customer service roles
• 2+ years of supervisory or management experience leading customer service teams
• Proven expertise in customer service operations and best practices
• Strong interpersonal and communication skills, with the ability to connect with diverse customer bases and team members
• Excellent problem-solving and conflict resolution abilities
• Proficiency with customer relationship management (CRM) software and related customer service tools
• Demonstrated ability to analyze data and use insights to drive performance improvements
• Strong organizational and time management skills with the ability to prioritize multiple tasks
• Experience training and developing customer service staff
• Knowledge of multi-channel customer support (phone, email, chat, social media)
• Preferred: Experience with quality assurance programs and process improvement initiatives
• Preferred: Customer service certification or relevant professional training