Customer Service Manager

Mahoney's Garden Center • Winchester, MA

5d • Onsite

About The Position

Mahoney's is a family-owned and operated independent garden center with seven retail locations in the Greater Boston Area and Cape Cod. The Customer Service Manager leads and continually improves customer service operations so inquiries, concerns, and service requests are handled promptly, accurately, and professionally across phone, text, email, social media, and the e-commerce platform.

The role oversees the day-to-day operations and development of the Customer Service team, including staffing, scheduling, training, performance management, service standards, and performance metrics. The manager serves as a liaison among customers, store-level management, E-commerce, Marketing, and product-specific subject matter experts to resolve issues and deliver a consistent customer experience. Initial operational oversight covers the Winchester and Falmouth locations, with the possibility of expanding to additional Mahoney's locations.

The position also manages incoming donation requests and develops community outreach and fundraising opportunities that support Mahoney's business and community relationships. The work takes place in an active retail store environment, indoors, outdoors, or both. Hours are flexible and vary by schedule and season; availability for evenings, weekends, and holidays is required.

Requirements

• Strong written and verbal communication skills.
• Customer-focused approach.
• Plant knowledge.
• Ability to handle multiple customer inquiries and computer screens simultaneously.
• Strong telephone skills.
• Attention to detail.
• Ability to work independently.
• Strong time-management skills.
• Ability to maintain productive working relationships with colleagues inside and outside the organization.
• Strong work ethic.
• Working knowledge of Microsoft Office, including Excel and Word.
• Bachelor's degree or equivalent experience.
• Five or more years of customer service experience, including leadership roles.
• Availability to work evenings, weekends, and holidays.
• Ability to regularly stand, walk, climb, stoop, kneel, crouch, and/or crawl; occasionally lift or move up to 30 pounds; and meet the stated vision requirements, with or without reasonable accommodation.

Nice To Haves

• Basic plant-care knowledge or previous work experience in retail, horticulture, or gardening.
• Previous experience using POS or inventory management software.

Responsibilities

• Oversee daily customer service operations and ensure effective resolution of inquiries, complaints, and service requests across phone, text, email, social media, and e-commerce.
• Lead, direct, and support Customer Service team members, fostering a professional, customer-focused, service-oriented environment.
• Manage staffing, scheduling, workload distribution, and departmental coverage.
• Oversee team onboarding, training, and ongoing development, ensuring consistent use of company policies, procedures, service standards, and communication protocols.
• Monitor team performance using service metrics such as inquiry volume, response times, resolution rates, and service quality, and identify opportunities for improvement.
• Address escalated customer concerns and complex service issues, ensuring appropriate resolution under company policies.
• Coordinate communication among customers, store-level management, E-commerce, Marketing, and company subject matter experts to resolve customer issues.
• Oversee customer service operations initially at the Winchester and Falmouth locations, with potential expansion to additional locations.
• Oversee inquiries about product availability, order status, product care, returns, guarantees, company policies, promotions, and store-specific information.
• Manage departmental administration, including timekeeping and payroll review, scheduling, performance documentation, and other operational duties.
• Evaluate and implement improvements to customer service processes, procedures, technology, and communication channels.
• Maintain departmental documentation, FAQs, call scripts, service resources, and reference materials.
• Monitor customer feedback, recurring service issues, and inquiry trends, and communicate findings and recommendations to management.
• Oversee the use and functionality of customer service platforms, including Gladly, POS, and e-commerce systems, and identify ways to improve utilization.
• Coordinate with E-commerce and Business Analytics to review data, establish benchmarks, and develop customer service KPIs.
• Manage incoming company donation requests, evaluate opportunities, and ensure appropriate follow-up and communication.
• Develop and maintain relationships with nonprofit organizations, community groups, and potential fundraising and outreach partners.
• Assist with customer-facing seminars, workshops, and other events in collaboration with Marketing and store management.
• Communicate with store management to keep customer service teams informed about store operations, promotions, inventory, and customer programs.
• Perform other related duties as assigned.

Benefits

• Employee discount
• Opportunity for personal and professional growth
• Fun, fast-paced, and challenging workplace

What This Job Offers

• Job Type: Full-time
• Career Level: Manager