Customer Service Manager - 2nd Shift
About The Position
The Customer Service Manager, also referred to as the Driver Services Manager, leads and develops Driver Services Representatives who support drivers and clients throughout the vehicle repair and rental process. The role manages the customer service team’s daily operations, coaching, performance, and workload while serving as an escalation point for complex driver, client, and vendor issues. The manager oversees coordination among drivers, repair facilities, rental providers, clients, and internal stakeholders; monitors repair and rental workflows; and implements improvements to address bottlenecks and recurring issues. The role ensures compliance with client-specific processes and service standards, reviews team records and communications for accuracy, and promotes preferred vendors to balance service quality and cost control. This is a second-shift role. After the initial training period, the shift hours are 1:30 p.m. to 10:00 p.m.
Requirements
- High school diploma or equivalent.
- At least 5 years of customer service experience, preferably in auto, insurance, or fleet operations.
- Prior experience leading, supervising, or managing a team.
- Proficiency in Microsoft Office and ability to learn internal systems.
- Strong leadership and coaching skills, with a track record of developing team members.
- Excellent verbal and written communication skills and a customer-focused approach.
- Strong interpersonal and relationship-building skills across drivers, clients, vendors, and internal teams.
- Ability to handle difficult or complex customer and personnel situations with professionalism and empathy.
- Strong organizational skills and attention to detail.
- Effective time management and ability to meet deadlines in a fast-paced environment.
- Ability to multitask, prioritize, and adapt to changing demands.
Nice To Haves
- Experience managing in a call center environment.
- Experience in claims handling, collision repair, or fleet services.
- Familiarity with automotive repair processes and rental coordination.
Responsibilities
- Directly manage, coach, and develop Driver Services Representatives, including interviewing and training.
- Conduct regular one-on-ones, performance reviews, and coaching sessions to support representative growth and accountability.
- Monitor individual and team performance against service levels, response times, and customer satisfaction metrics, and implement improvement plans as needed.
- Oversee performance management and conflict resolution within the team.
- Set clear expectations, provide feedback, and foster a positive, accountable, and collaborative team environment.
- Manage workload distribution to ensure consistent service delivery.
- Serve as the primary escalation point for complex or unresolved driver, vendor, and client issues.
- Oversee coordination between drivers, repair facilities, rental providers, clients, and internal stakeholders.
- Monitor repair and rental workflows to identify bottlenecks, delays, or recurring issues and implement process improvements.
- Ensure team compliance with client-specific processes, workflows, and service standards.
- Review claim notes, customer interactions, and status updates for accuracy and completeness.
- Promote and enforce the use of preferred vendors and service providers to optimize costs and service quality.
Benefits
- Comprehensive benefits, including health, dental, and vision insurance.
- 401(k) plan options.
- Paid time off, sick time, and paid holidays.
- Opportunity to grow with a dynamic, innovative team in a startup-like culture.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
