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, partnering 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 promote consistent, responsive customer support and reduce operational inefficiencies. This leadership contributes to stronger client relationships, improved business performance, and organizational growth. The position is based in Benson’s hybrid work environment, with work-from-home flexibility and collaboration at the corporate office in Alpharetta, Georgia. A bachelor’s degree in a relevant field is expected, though equivalent experience may be considered. Candidates should have 3–5 years of related experience and at least 2 years leading and developing direct reports.
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.
- Skills in leadership, coaching, and employee development.
- Knowledge of customer service operations and service delivery management.
- Skills in workforce planning, resource allocation, and productivity management.
- Skills in process improvement, SOP development, and operational excellence.
- Skills in data analysis, reporting, and performance metrics management.
- 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 enhance 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
- Opportunities for advancement and professional development.
- Competitive salary with bonus structure.
- PTO package and 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.
- HSA and 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
