Customer Service Manager

Position Summary

The Customer Service Manager is responsible for the overall leadership, performance, and effectiveness of the Customer Service Department. This position provides direction and accountability for the Customer Service Supervisors, CS III, and Customer Service Representatives to ensure the department consistently meets Company standards, service expectations, and department goals.

The Customer Service Manager works closely with the Customer Service Supervisor to maintain strong daily operations, develop employees, improve customer service, and address issues that require management-level involvement. The Manager is ultimately accountable to the VP of Operations for the overall performance and effectiveness of the Customer Service Department.

Responsibilities

• Provide overall leadership, direction, and accountability for the Customer Service Department.
• Establish and maintain department goals, service standards, performance expectations, and accountability measures.
• Provide direction to the Customer Service Supervisor and work closely with them to ensure the department operates effectively and consistently.
• Hold the Supervisor accountable for daily operations, team performance, customer service, coaching, training follow-up, scheduling, and overall team effectiveness.
• Monitor department performance, productivity, service levels, quality, customer feedback, and other KPIs to identify trends, opportunities, and areas requiring improvement.
• Review department results and work with the Supervisor to develop corrective or preventive actions when performance or service expectations are not being met.
• Participate in quality assurance reviews to maintain firsthand knowledge of the customer experience, identify coaching opportunities, and ensure guests are receiving the level of service expected by the Company.
• Work closely with the Supervisor on coaching, yearly reviews, employee development, and follow-up on performance concerns.
• Oversee the Customer Service training program and work closely with the CS III and the Supervisor to ensure training is effective, consistent, and aligned with Company expectations.
• Review training recommendations and recurring knowledge gaps identified by the CS III and the Supervisor and determine department priorities when additional training or process changes are needed.
• Handle high-level, sensitive, complex, or unusual guest concerns that are outside the authority or scope of the CS Supervisor.
• Respond to or assist with BBB, DCA, website, Yelp, Google, and other customer complaints or escalations as assigned.
• Collaborate with the Supervisors on complex guest resolutions and situations involving significant financial impact, legal concerns, executive-level complaints, or potential Company-image concerns.
• Oversee staffing needs and department scheduling to ensure appropriate coverage and support for business needs.
• Create and maintain department schedules, including staffing coverage, vacations, and other scheduling needs.
• Review and approve timecard-related matters and work with the Supervisor to address attendance, scheduling, and coverage concerns.
• Work with the Supervisor to identify staffing needs and participate in the hiring and interview process for Customer Service employees.
• Partner with HR on employee relations, performance management, corrective action, attendance concerns, and other employee matters requiring management involvement.
• Conduct and oversee employee performance reviews, goal setting, development plans, and ongoing performance management, with input from the Supervisor.
• Provide formal corrective action, including written warnings and other disciplinary action, in partnership with HR and based on the circumstances of the situation.
• Communicate changes in Company policies, procedures, products, services, and expectations to the Customer Service leadership team and ensure changes are properly implemented.
• Work collaboratively with Sales, Distribution, Delivery Department, Inventory Control, Purchasing, Accounting, Human Resources, and other departments to resolve issues and improve the overall guest experience.
• Identify recurring operational or customer service issues and work with the appropriate departments to determine root causes and develop solutions.
• Develop, review, and improve Customer Service policies, procedures, workflows, and service standards to increase efficiency, consistency, and customer satisfaction.
• Provide reports, analysis, recommendations, and department updates to the VP of Operations and other senior leadership as needed.
• Ensure department decisions and practices support the Company's policies, financial interests, customer service standards, and overall image.
• Promote teamwork, accountability, communication, employee development, and continuous improvement throughout the Customer Service Department.
• Perform other duties and responsibilities as assigned by the VP of Operations.