Customer Service Department Manager

NetVendor • Tualatin, OR

1d

About The Position

The Customer Service Department Manager is responsible for overseeing the daily operations of the customer service team, ensuring high-quality service delivery, and driving customer satisfaction. This role involves managing staff, improving processes, resolving escalated issues, and aligning customer service strategies with overall business goals.

Requirements

• Bachelor’s degree in Business Administration, Communications, or related field (or equivalent experience)
• 3–7+ years of customer service experience, with at least 1–2 years in a leadership role
• 7–10+ years of experience in customer service or customer experience roles
• 3–5+ years in a leadership or management role
• Proven track record of improving customer satisfaction and operational efficiency
• Strong leadership, communication, and problem-solving skills
• Experience with CRM systems and customer support tools
• Ability to handle high-pressure situations and resolve conflicts effectively
• Proficiency with AI-powered tools (e.g., ChatGPT, Claude, Gemini, or similar) for workflow automation, process improvements, etc.

Responsibilities

• Develop and implement customer service policies, procedures, and standards
• Lead, mentor, and manage customer service managers and teams
• Develop and implement customer service policies, procedures, and standards
• Monitor team performance using KPIs
• Handle escalated customer complaints and ensure timely resolution
• Analyze customer feedback and identify areas for improvement
• Manage scheduling, staffing levels, and workload distribution
• Prepare reports on customer service performance and present insights to leadership
• Ensure compliance with company policies and industry regulations
• Lead, mentor, and manage customer service managers and teams
• Monitor and improve customer satisfaction metrics
• Analyze customer feedback and operational data to identify trends and opportunities
• Oversee daily customer service operations across channels (phone, email, chat, etc.)
• Collaborate with other departments to improve customer experience
• Manage departmental budgets and resource allocation
• Implement and optimize CRM systems and customer support tools
• Ensure compliance with company standards and regulatory requirements
• Handle escalated customer issues and resolve complex complaints

Benefits

• Medical, dental, and vision insurance
• HSA, FSA, and DCFSA
• Long- and short-term disability insurance
• Free basic life insurance
• Generous paid time off policy
• Paid holidays: 7 per year + 1 floating holiday
• Maternity Leave
• 401(k) with company match
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager