Customer Service Manager

Robert is seeking a motivated and experienced Customer Service Manager to lead our customer service team and ensure an outstanding customer experience. In this role, you will be responsible for managing and developing the customer service team, overseeing daily operations, and implementing strategies to improve customer satisfaction and loyalty. You will work closely with other departments to resolve complex customer issues, analyze customer feedback, and optimize service processes. Your leadership and communication skills will be vital in fostering a positive team environment and driving continuous improvement. If you have a passion for delivering excellent customer service and proven management experience, Robert invites you to join our team.

Responsibilities

• Manage and lead the customer service team to meet performance and quality goals.
• Develop and implement customer service policies, procedures, and standards.
• Handle escalated customer inquiries and resolve complex issues effectively.
• Monitor team performance through metrics and provide coaching and training as needed.
• Collaborate with other departments to enhance the overall customer experience.
• Analyze customer feedback and industry trends to identify improvement opportunities.
• Prepare reports on customer service performance and present findings to senior management.

• Proven experience as a Customer Service Manager or similar leadership role.
• Strong leadership, communication, and interpersonal skills.
• Ability to manage a team and drive performance improvements.
• Excellent problem-solving and conflict resolution abilities.
• Familiarity with customer service software and CRM systems.
• Analytical mindset with a focus on customer satisfaction metrics.
• Bachelor’s degree in Business, Communications, or related field preferred.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources
• Stock Option Plan