About the position
We’re iPostal1 and we’re in growth mode! This is an exciting time to join our team. Headquartered in Rockland County, N.Y., we are an established, cutting-edge leader in the digital mailbox industry. Our customer base is quickly growing and we’re looking for confident, upbeat, personable Customer Service professionals to support that growth in our Montebello, NY location. We are seeking a dedicated and results-driven Customer Service Manager to lead and support a dynamic call center team. This role oversees multiple Team Leads who support a group of agents responsible for handling customer calls, chats, and emails. A key focus of this position is ensuring the successful management of a high-priority corporate account, fostering a strong partnership, and maintaining exceptional service standards. The ideal candidate must be highly motivated to drive performance, improve efficiencies, and enhance customer satisfaction. The Customer Service Manager will be responsible for hiring, training, coaching and developing customer service representatives, senior representatives, and team leads while implementing strategies to optimize team performance and productivity. *Please note this is an in-office role. Remote work is not available.
Responsibilities
- Lead, mentor, and develop a team of customer service representatives, senior representatives, and team leads.
- Oversee the successful support of a key corporate account, ensuring excellent service and a strong working partnership.
- Continuously track, analyze, and report on key performance metrics to drive team success.
- Motivate and inspire the team to exceed performance goals, maintain high service levels, and provide exceptional customer experiences.
- Assign and evaluate work based on daily attendance, ticket volume, and call/chat demand.
- Develop and implement processes to improve operational efficiency and customer satisfaction.
- Assist representatives with escalated customer issues, ensuring timely and effective resolution.
- Conduct regular quality monitoring, including coaching sessions and performance discussions, using real customer interactions as learning tools.
- Schedule and manage coverage for calls, emails, and chats to meet service level goals.
- Collaborate with cross-functional teams to resolve customer issues and implement workflow enhancements.
- Provide valuable customer feedback and recommendations to senior management to enhance service delivery.
- Maintain a positive and motivating team environment, fostering engagement and morale through recognition and team-building initiatives.
- Perform additional duties as needed.
Requirements
- Minimum 5 years of experience in progressive, customer-facing roles.
- Strong leadership skills with previous supervisory or management experience preferred.
- Highly motivated to drive performance, optimize workflows, and enhance team productivity.
- Excellent oral and written communication skills.
- Proven ability to handle multiple projects simultaneously in a fast-paced environment.
- Experience developing and implementing customer service processes and strategies.
- Ability to analyze performance metrics and drive continuous improvement.
