Customer Service Manager

Mahoney•Winchester, MA

3d•Onsite

About The Position

Mahoney's, a family-owned independent garden center with seven retail locations in the Greater Boston Area and Cape Cod, is seeking a Customer Service Manager to lead and continually improve customer service operations. The role ensures customer inquiries, concerns, and service requests are handled promptly, accurately, and professionally across phone, text, email, social media, and e-commerce channels. It oversees the daily 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 subject matter experts to resolve issues and provide a consistent customer experience. The position initially supports the Winchester and Falmouth locations, with the possibility of expanding to additional locations. The role also manages donation requests and develops community outreach and fundraising opportunities. This position works in an active retail environment, indoors, outdoors, or both. Hours are flexible and vary by schedule and season, with availability required for evenings, weekends, and holidays. The physical demands include regularly standing, walking, climbing, stooping, kneeling, crouching, and/or crawling, and occasionally lifting or moving up to 30 pounds. Reasonable accommodations may be made.

Requirements

Strong written and verbal communication skills.
Customer focus.
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.
Bachelor's degree or equivalent experience.
At least 5 years of customer service experience, including leadership roles.
Working knowledge of Microsoft Office, including Excel and Word.
Must be available to work evenings, weekends, and holidays.
Ability to meet the physical demands of the position, including regularly standing, walking, climbing, stooping, kneeling, crouching and/or crawling, and occasionally lifting and/or moving up to 30 pounds; duties may be performed 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 resolution of inquiries, complaints, and service requests across phone, text, email, social media, and e-commerce.
Lead, direct, and support Customer Service team members while fostering a professional, customer-focused environment.
Manage staffing levels, employee scheduling, workload distribution, and departmental coverage.
Oversee onboarding, training, and ongoing development, and ensure consistent use of company policies, procedures, service standards, and communication protocols.
Monitor team performance using metrics such as inquiry volume, response times, resolution rates, and service quality; identify improvement opportunities.
Address escalated customer concerns and complex service issues, ensuring appropriate resolution in accordance with company policies.
Liaise with customers, store-level management, E-commerce, Marketing, and company subject matter experts to facilitate communication and resolve issues.
Oversee customer service operations at Winchester and Falmouth, 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 administrative functions, including timekeeping, payroll review, scheduling, performance documentation, and other operational responsibilities.
Evaluate and implement improvements to service processes, procedures, technology, and communication channels.
Maintain departmental documentation, customer service resources, FAQs, call scripts, and reference materials.
Monitor customer feedback, recurring issues, and inquiry trends; communicate findings and recommendations to management.
Oversee the functionality and effective use of customer service technology and platforms, including Gladly, POS, and e-commerce systems.
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 partners for fundraising and community outreach.
Assist with customer-facing seminars, workshops, and other events in collaboration with Marketing and store management.
Communicate with store management to ensure customer service teams have accurate information about store operations, promotions, inventory, and customer programs.
Perform other related duties as assigned.