Customer Service Manager

Mario Purchaser LLC • Louisville, KY

45d • $65,000 - $72,000 • Onsite

About The Position

The Customer Service Manager oversees daily operations of a high-volume call center, ensuring exceptional service delivery, strong appointment conversion rates, and seamless coordination with dispatch and field teams. This role is responsible for leading, coaching, and developing Customer Service Representatives (CSRs) while maintaining operational efficiency, service quality, and revenue performance.

Requirements

• Proven leadership experience in a call center or customer service environment (high-volume preferred)
• Strong ability to coach, motivate, and hold teams accountable to performance goals
• Excellent verbal and written communication skills
• Professional, customer-focused demeanor
• Strong problem-solving, decision-making, and conflict resolution abilities
• Highly organized with strong multitasking skills
• Experience with CRM systems and performance reporting
• High school diploma or equivalent required
• Successful completion of a criminal background check
• Successful completion of a drug screening
• Successful completion of a motor vehicle report (if applicable)

Nice To Haves

• Associate’s or Bachelor’s degree preferred

Responsibilities

• Lead, coach, and develop a team of CSRs in a fast-paced, high-volume environment
• Monitor and improve key performance metrics including call quality, booking rates, response times, and customer satisfaction
• Ensure inbound inquiries are effectively converted into scheduled, revenue-generating service appointments
• Oversee outbound scheduling, confirmation, and follow-up processes
• Resolve escalated customer concerns with professionalism and sound judgment
• Maintain CRM accuracy and enforce data integrity standards
• Partner closely with dispatch, technicians, and leadership to optimize scheduling and eliminate errors
• Conduct regular team meetings, performance reviews, and ongoing training sessions
• Analyze call center data to identify trends, opportunities, and areas for process improvement
• Ensure team compliance with company policies, procedures, and service standards

Benefits

• Competitive salary + performance-based incentives
• Weekly pay
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off (PTO) & Paid Holidays
• Company-Paid Life Insurance
• Short-Term & Long-Term Disability
• Employee Assistance Program (EAP)
• Advancement opportunities within a growing company that promotes from within

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 11-50 employees