Customer Service Manager

Cherie Amour • Pullman, WA

1d • Onsite

About The Position

Customer Service Manager Location: Pullman, WA Cherie Amour is seeking a Customer Service Manager who leads by example and works alongside the team every day. At Cherie Amour, customer service is more than answering questions - it's about creating experiences, building relationships, and driving business success. If you love helping others, solving problems, converting inquiries into bookings, and mentoring a team of motivated young professionals, this role is for you.

Requirements

• 3–5+ years of customer service or support experience, with a proven record in leadership and team management.
• Demonstrated management experience, including coaching, mentoring, and providing constructive feedback to team members.
• Experience handling client inquiries and guiding conversations toward successful conversions, providing clear, confident information.
• Excellent written and verbal communication skills, able to guide and develop team members in client interactions.
• Strong organizational skills, attention to detail, and ability to multitask in a fast-paced environment.
• Skilled in critical thinking and problem-solving, confident handling escalations and sensitive situations.
• Able to develop and grow team members, especially younger professionals, fostering both skill and mindset growth.

Nice To Haves

• You are a hands-on leader, supporting your team while actively engaging with clients.
• You thrive on mentoring and developing others, helping them build confidence, skills, and professional mindset.
• You are solution-oriented - able to pivot quickly, tackle challenges, and provide actionable guidance.
• You bring energy, positivity, and professionalism to your team, setting a standard of excellence.
• You see challenges as opportunities, embrace growth, and are excited to learn on the job.

Responsibilities

• Lead and work alongside the Customer Service team, managing daily operations while handling client inquiries and calls.
• Provide clear, confident information to prospective clients to help convert bookings.
• Set team goals and KPIs, monitor performance, and coach team members to achieve success.
• Develop your team's skills, including verbiage, mindset, and sales approach, through mentorship and hands-on training.
• Handle escalated client issues with composure, empathy, and problem-solving skills.
• Identify opportunities for process improvement, track team performance, and provide actionable feedback.
• Maintain a positive, solution-oriented work environment while balancing daily tasks and priorities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed