Customer Service Manager

Job Description

Job Description

Lead a high-performing team of Customer Care Specialists in a hybrid work environment, supporting both in-office and remote employees while maintaining a strong onsite presence. Drive service excellence by ensuring prompt, professional, and accurate customer interactions; coaching and developing team members; and fostering accountability, collaboration, and continuous improvement. The ideal candidate is an experienced people leader who can effectively manage distributed teams, uphold service standards and call protocols, monitor operational performance for efficiency and accuracy, and ensure employees are trained and equipped to deliver an exceptional customer experience. This position requires regular in-person leadership and collaboration to support team success and drive results.

Position Summary:

Responsible for the day-to-day leadership and operations of the Customer Service department. Partners with the Director of Operations to establish departmental priorities, improve processes, and support key initiatives. Leads and develops the Customer Service team while ensuring high-quality service and efficient department operations.

Position Responsibilities:

• Lead, coach, and develop Customer Service team by providing ongoing feedback, performance management and mentorship.
• Partner with the Director of Operations to establish departmental priorities, implement operational improvements, and achieve service and business objectives.
• Oversee the daily operations of the Customer Service department, ensuring appropriate staffing, workload distribution, and consistent service delivery.
• Monitor departmental performance, identify trends and opportunities for improvement, and implement solutions that enhance efficiency and the overall homeowner experience.
• Serve as the primary point of escalation for complex homeowner concerns, ensuring issues are resolved professionally, timely, and consistently.
• Recruit, interview, onboard, and develop team members while fostering a positive, collaborative and customer-focused culture.
• Collaborate with other departments to improve communication, resolve operational challenges, and support company initiatives.
• Ensure compliance with company policies, procedures, and service standards while promoting accountability and continuous improvement throughout the department.
• Support departmental reporting, planning, and special projects by providing operational insight and recommendations to leadership.
• Perform additional duties and responsibilities as assigned.

Knowledge, Skills and Abilities:

• Proven ability to lead, motivate, and develop a high-performing customer service team.
• Strong customer service, conflict resolution, and decision-making skills.
• Ability to effectively prioritize work, manage multiple responsibilities, and adapt in a fast-paced environment.
• Strong leadership and coaching skills with the ability to build trust, accountability, and employee engagement.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to identify opportunities for process improvement and implement practical solutions.
• Strong organizational skills with excellent attention to detail.
• Ability to build collaborative relationships across departments.
• Proficiency with Microsoft Office and customer service-related software applications.

Physical Demands & Work Environment:

• Primarily sitting at workstation utilizing a computer in an office setting.