Customer Service Manager

Job Summary

Overseeing a team of Customer Service Representatives, the full-time remote Customer Service Manager will manage daily operations, handle escalated complaints, and monitor performance metrics while supporting staff development and process improvement initiatives.

Key responsibilities

• Manage, coach, and train customer service staff to meet performance standards and conduct regular call monitoring
• Handle escalated customer complaints and facilitate communication with clients regarding process improvements
• Track and report on key performance indicators while collaborating with management to enhance service efficiency

Required qualifications

• Minimum of 2 years of Call Center Customer Service experience
• College degree or demonstrated professional leadership experience
• Proficient with MS Office and able to navigate telephony and Computer Information Systems technology
• Ability to work flexible hours and shifts as needed
• Demonstrates sound judgment and critical thinking skills