Inbound Sales and Service Manager
About The Position
The Inbound Sales and Service Manager leads a call-center team that shapes the experience of customers and associates. The role builds a high-performing, customer-focused culture and uses data, coaching, and leadership to drive sales, service, and business results. The manager leads and develops people by setting expectations, coaching, recognizing strong work, and creating accountability. They prioritize customer experience, identify friction and root causes, and use customer feedback to improve processes. They turn data and customer interactions into behaviors associates can improve, take ownership of business results, and embrace technology, AI, analytics, and new ways of working. The role treats sales and service as complementary priorities, solving customer needs through an exceptional experience. The position is onsite 100% for the first 4–6 weeks of onboarding, followed by a hybrid schedule of 1–4 days onsite per week as determined by the manager. Occasional weekend and holiday work may be needed.
Requirements
- At least 3 years of experience in customer service, sales, or a contact-center environment.
- At least 1 year of supervisory or people-management experience.
- Strong coaching, communication, relationship-building, and problem-solving skills.
- Ability to use data and critical thinking to make sound business decisions and drive results.
- Strong organizational skills and ability to manage competing priorities in a fast-paced environment.
- Ability to give and receive meaningful feedback and confidently navigate difficult conversations.
- Proficiency with Microsoft Office, including Excel, Outlook, PowerPoint, and Word.
- Ability to work occasional weekends and holidays as needed.
- Ability to work onsite full-time during the first 4–6 weeks of onboarding, then follow a hybrid schedule of 1–4 days onsite per week as determined by the manager.
Nice To Haves
- Experience leading sales and/or service teams.
- Experience in a contact center or another fast-paced, customer-focused environment.
- Knowledge of company products, systems, and processes.
- Enjoys developing others and helping teammates grow.
- Builds relationships and creates a strong sense of community and trust.
- Brings energy, positivity, professionalism, and a strong sense of ownership.
Responsibilities
- Build and develop a strong team by coaching with purpose, setting clear expectations, developing future leaders, recognizing great work, and creating accountability.
- Prioritize customer experience, listen to feedback, identify friction, and challenge processes that make things harder for customers.
- Own inbound business performance by understanding results, identifying root causes, and taking action.
- Use data and customer interactions to coach associates on specific behaviors that drive KPIs.
- Embrace technology, AI, analytics, and new ways of working to improve the experience for customers and associates.
- Integrate sales and service by identifying customer needs and solving them through a strong service experience.
Benefits
- Free eye exams for your entire family.
- Deep discounts on lenses, glasses, and other services.
- Healthcare coverage.
- 401(k) match.
- Flexible PTO.
- Tuition reimbursement program.
- In-house restaurant with highly discounted meals.
- Free snacks, ice cream, and drinks every day.
- Full onsite gym.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
