Assistant Manager - Customer Care Center

Feldco•Rosemont, IL

8d•$55,000 - $60,000

About The Position

The Assistant Call Center Manager plays a key role in the daily success of the Customer Care Center. This position works closely with leadership to support daily operations, coach and develop a high performing Customer Delight team, and ensure an exceptional customer experience at every touchpoint. The Assistant Call Center Manager serves as a hands-on leader by supporting team members, resolving escalated customer concerns, monitoring performance metrics, and contributing to continuous service improvement initiatives. This is an excellent opportunity for a motivated leader who enjoys developing people, driving results, and making a positive impact on customer satisfaction.

Requirements

High school diploma or equivalent required; associate or bachelor’s degree preferred
2–4 years of experience in customer service, with at least 1 year in a supervisory or leadership role
Strong communication, problem-solving, and conflict-resolution skills
Ability to lead, coach, and motivate a team in a fast-paced environment
Proficiency with customer service software, CRM systems, and Microsoft Office or similar tools
Strong organizational and time-management skills
The role requires the Assistant Manager to work on an exempt, regular basis and includes work on Saturdays and occasional holidays.

Responsibilities

Assist in overseeing the day-to-day operations of the Customer Care Center to ensure efficient and consistent service delivery
Provide coaching, guidance, and performance support to Customer Delight Representatives to meet established service and productivity standards
Manage and resolve complex or escalated customer inquiries and complaints in a timely, professional, and effective manner
Monitor team performance, key performance indicators, and customer feedback, and support the preparation of reports and recommendations for improvement
Assist with employee scheduling, staffing coverage, and workload allocation to maintain required service levels
Ensure compliance with company policies, procedures, and Customer Care Center service standards
Participate in the recruitment, onboarding, and training of Customer Delight team members
Collaborate with internal departments to resolve customer concerns and support continuous improvement of customer experience
Support the development and implementation of operational improvements and customer service initiatives

Benefits

Health: Comprehensive medical coverage, including options for PPO and HMO plans. Coverage is available for employees, spouses, and dependents. Free Teladoc and MyStrength (mental/behavioral health) when you are enrolled in one of Feldco’s medical plans.
Dental: Dental coverage (PPO plans) including preventive services, basic and major procedures, etc.
Vision: Vision plans cover annual eye exams, prescription lenses, and frames or contact lenses.
Life and Accidental Death & Dismemberment (AD&D): Free $15,000 policy for all full-time employees
Disability Coverage: Employees can enroll in STD and LTD.
Voluntary Life Insurance: Employees have the option to purchase voluntary term life insurance with a guaranteed issue amount of $100,000. The max benefits amount is $500,000. We offer Accident, Critical Illness, and Hospital Care coverage
Employee Assistance Program Offer identity Theft protection
Pet
401(k) Retirement Plan: 401(k) with company match
PTO and paid holidays