Customer Service Manager (CSM)

Consumr Buzz • Lake Worth, FL

410d • $50,000 - $60,000

About The Position

The Customer Service Manager (CSM) is responsible for overseeing call center operations and leading the customer service team to deliver exceptional customer experiences. This role focuses on managing team performance, resolving escalated issues, implementing process improvements, and ensuring compliance with company policies to maintain high levels of customer satisfaction and operational efficiency.

Requirements

• A bachelor's degree in business, communications, or a related field is preferred; equivalent work experience will be considered.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Advanced problem-solving and conflict resolution skills.
• Proficiency in time management and multitasking.
• Analytical mindset with experience in data analysis and reporting.
• Customer-focused with adaptability to changing needs and priorities.
• 3-5+ years in customer-facing roles, preferably within a call center environment.
• Demonstrated experience in managing and mentoring teams.
• Expertise in tracking KPIs and implementing strategies for improvement.
• Proven success in handling escalated customer issues.
• Experience in identifying and implementing process improvements.
• Proficiency in call center software and customer relationship management systems.
• Solid understanding of call center operations and best practices.

Responsibilities

• Supervise, mentor, and support customer service representatives to ensure optimal performance and professional growth.
• Track key performance indicators (KPIs) such as call resolution time, customer satisfaction scores, and agent productivity.
• Address escalated customer complaints and resolve issues promptly and effectively.
• Develop and deliver training programs to enhance team skills, knowledge, and overall service quality.
• Identify opportunities to streamline workflows, enhance efficiency, and improve service standards.
• Generate and analyze performance reports for senior management, providing actionable insights.
• Ensure the team adheres to company policies and meets regulatory standards.
• Work closely with other departments to address customer concerns and improve cross-departmental processes.

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree