Customer Service Manager (Hybrid)
About The Position
The Customer Service Manager leads and develops the Customer Service Coordinator team and ensures exceptional service delivery across customer touchpoints. The role oversees team performance, staffing, training, and operational processes, and partners with Account Managers and cross-functional teams to improve service, efficiency, and the customer experience. The manager develops team capabilities, improves processes, and proactively addresses service challenges to support customer satisfaction, stronger client relationships, and organizational growth. Benson is a centralized marketing platform serving the multi-family industry. Its offerings include online smart stores, multi-channel marketing, dedicated customer experience teams, analytics, promotional products, customized apparel, print services, signage, and creative design services. The position follows a hybrid work style, combining work from home with collaboration at Benson’s corporate office in Alpharetta, Georgia.
Requirements
- Bachelor's degree in Business Administration, Business Management, Leadership, Communications, Operations Management, or a related field; equivalent experience may be considered.
- 3–5 years of experience in customer service, client services, account support, operations, or a related field.
- At least 2 years of experience leading, coaching, developing, and managing direct reports.
- Leadership, coaching, and employee development skills.
- Customer service operations and service delivery management skills.
- Workforce planning, resource allocation, and productivity management skills.
- Process improvement, SOP development, and operational excellence skills.
- Data analysis, reporting, and performance metrics management skills.
- Strong communication, collaboration, problem-solving, and decision-making skills.
Responsibilities
- Lead, coach, and develop Customer Service Coordinators through performance management, training, and ongoing professional development.
- Monitor service levels, quality metrics, and team performance to ensure customer expectations and department goals are achieved.
- Manage workforce planning, staffing, workload balancing, and productivity to support operational demands.
- Identify and implement process improvements, Standard Operating Procedures (SOPs), and best practices to improve efficiency and scalability.
- Analyze operational data, reports, and performance metrics to identify trends and drive continuous improvement initiatives.
- Collaborate with Account Managers and cross-functional teams to resolve service challenges, improve communication, and strengthen the customer experience.
Benefits
- Career advancement and professional development opportunities.
- Competitive compensation with a bonus structure.
- PTO package and a paid holiday break from Christmas Eve to New Year’s Day.
- Employee Assistance Program (EAP).
- Hybrid work opportunities.
- Paid parental leave.
- Paid company events.
- 401(k) with company match.
- Volunteer program with up to 16 additional hours of PTO.
- Health, dental, and vision insurance.
- Voluntary life insurance.
- Short-term and long-term disability coverage.
- Health Savings Account (HSA) and Flexible Spending Account (FSA).
- Pet insurance.
- Hospital indemnity, accident, and critical illness plans.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
