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Customer Service Manager

Fonte Surgical Supply, Inc.

Irondequoit, New York

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JOB DETAILS
SALARY
$50,000
SKILLS
Administrative Skills, Business Performance Management, Call Center Operations, Coaching, Communication Skills, Computer Skills, Conflict Resolution, Customer Escalations, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Retention/Renewal, Customer Satisfaction, Customer Service Evaluation, Customer Service Management, Customer Service Operations, Customer Support/Service, Email Technology, Interpersonal Skills, Leadership, Multitasking, Online Customer Support, Operations, Order Processing, Organizational Skills, People Management, Performance Analysis, Performance Management, Performance Metrics, Problem Solving Skills, Procedure Development, Reporting Skills, Resolve Customer Issues, Retail, Sales, Sales Closing Skills, Sales Management, Sales Operations, Sales Prospecting, Sales Support, Schedule Development, Staff Motivation, Team Lead/Manager, Team Player, Telephone Skills, Telesales, Track Customer Issues, eCommerce Sales
LOCATION
Irondequoit, New York
POSTED
1 day ago
Position Summary
We are seeking an experienced and highly organized Customer Service Manager to oversee daily customer service operations and manage a team of 4–8 employees handling online sales and telephone sales. The ideal candidate will be responsible for directing daily workflow, ensuring exceptional customer service, improving sales performance, and maintaining efficient communication across all customer channels.

The Customer Service Manager will lead by example, coach staff, monitor performance, resolve escalated customer issues, and ensure a positive customer experience while supporting company sales goals.

Key Responsibilities:
Team Management & Leadership:
  • Supervise, direct, and support a team of 4–8 customer service and sales employees on a daily basis.
  • Schedule and coordinate staff coverage for phone and online sales operations.
  • Provide ongoing coaching, training, and performance feedback.
  • Monitor employee productivity, attendance, and customer interaction quality.
  • Foster a positive, professional, and team-oriented work environment.
Customer Service Operations:
  • Ensure exceptional customer service through telephone, email, and online sales platforms.
  • Resolve escalated customer complaints and service issues promptly and professionally.
  • Maintain high customer satisfaction standards and response times.
  • Develop and improve customer service procedures and workflows.
Sales Support & Oversight:
  • Monitor and support telephone and online sales performance.
  • Assist team members in closing sales and increasing customer retention.
  • Review order processing, customer inquiries, and follow-up communications.
  • Identify opportunities to improve sales effectiveness and customer experience.
Administrative & Reporting Duties:
  • Track customer service metrics and employee performance.
  • Maintain accurate records of customer interactions and sales activity.
  • Prepare operational reports and provide updates to management.
  • Ensure policies and procedures are followed consistently.

Qualifications:
  • Previous management or supervisory experience in customer service, retail, online sales, or call center operations preferred.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Experience handling telephone sales and online customer support.
  • Strong problem-solving and conflict-resolution skills.
  • Ability to multitask and work in a fast-paced environment.
  • Proficiency with computers, email systems, CRM software, and online sales platforms.

Preferred Skills:
  • Sales management experience.
  • Experience supervising small teams (4–8 employees).
  • Strong organizational and scheduling abilities.
  • Ability to motivate staff and improve performance.

Physical & Work Requirements:
  • Ability to work in an office or customer service environment.
  • Ability to sit, stand, and communicate by phone and computer for extended periods.

Compensation:
  • Base salary starting at $50,000 annually.

Additional Performance-based bonus opportunities tied to sales performance, customer service goals, team
productivity, and overall operational success.

About the Company

F

Fonte Surgical Supply, Inc.

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