Manager, Customer Service

Society of Actuaries Research Institute • Chicago, IL

27d • Hybrid

About The Position

Your Purpose: The Customer Service Manager is responsible for leading and developing customer service operations to deliver an exceptional customer service experience. This role oversees day-to-day operations of the Customer Service function, manages a team of customer service representatives, establishes and tracks performance standards, partners with internal stakeholders to support key business functions, and continuously improves service quality, efficiency, and customer satisfaction.

Requirements

• Bachelor’s Degree in Business, Communications or related field (an equivalent amount of training, education and experience will be considered)
• 5-7 years of experience in Customer Service operations
• 2+ years of management experience
• Commitment to delivering high quality service to members, candidates, volunteers, and staff.
• Ability to adapt quickly to a constantly changing environment.
• Ability to follow through on assignments and meet all deadlines
• Ability to communicate effectively with external and internal stakeholders
• Ability to work effectively independently and as a member of a team
• Ability to make objective decisions using sound judgment
• Ability to learn quickly and think critically about choices and make situational and policy appropriate decisions.
• Ability to coordinate and lead multiple projects simultaneously
• Ability to manage resources in a cross-functional organization and the capacity for creating, identifying and capitalizing resources

Nice To Haves

• Association experience is preferable

Responsibilities

• Lead, coach, and develop a team of customer service representatives.
• Set clear performance expectations and conduct regular performance reviews.
• Recruit, onboard, and train new team members.
• Foster a service-oriented culture focused on customer satisfaction, accountability, and continuous improvement.
• Partner closely with internal departments to resolve issues affecting customers.
• Act as a liaison between customers and internal teams, ensuring feedback and service issues are communicated and addressed.
• Collaborate with IT or system owners on enhancements, integrations, and automation opportunities.
• Manage day-to-day Customer Service operations across all support channels (e.g., phone, email, chat, ticketing systems).
• Ensure timely, accurate, and professional resolution of customer inquiries and issues.
• Handle escalated or complex customer concerns and ensure appropriate follow-through.
• Analyze customer feedback, service metrics, and trends to identify and implement improvement opportunities.
• Develop and maintain service level commitments, policies, procedures, and best practices to improve service quality and efficiency.
• Partner with other departments to resolve systemic or recurring issues impacting customers.
• Ensure consistent application of policies while maintaining a customer-centric approach.
• Track and report on key performance indicators (KPIs) such as customer satisfaction, response times, resolution rates, and workload.
• Use data to make informed decisions and recommend improvements.
• Prepare regular reports for leadership on service performance and customer trends.
• Oversee the effective use of customer service systems (CRM, ticketing, knowledge bases).
• Ensure documentation, knowledge resources, and standard operating procedures (SOPs) are accurate and up to date.

Benefits

• Competitive Compensation: We understand the value of your contributions, and we ensure that you are rewarded competitively for your skills and dedication.
• Generous Paid Time Off: Achieve a work-life balance with ample paid time off, giving you the flexibility, you need for personal and family responsibilities.
• Professional Development: We invest in our team's growth. Take advantage of opportunities for continuous learning and career advancement, including tuition reimbursement and continuing education funding.
• Health and Wellness: Your well-being is important to us. Enjoy access to comprehensive health benefits, wellness programs, including our Employee Assistance program (EAP) and wellness reimbursement.
• Disability Coverage: Gain peace of mind with our comprehensive disability coverage, including life, short-term, and long-term disability benefits.
• Retirement Planning: Secure your future with our 403(b) plan and generous employer contribution.
• Maternal/Paternal Leave: Embrace parenthood with confidence, knowing that we've got you covered every step of the way. Our maternal/paternal leave policy is designed to give you the time you need to bond with your newest family member without worrying about work.
• Flexible Work Environment: Embrace a flexible hybrid environment that supports your productivity and work-life balance.
• Diversity and Inclusion: We celebrate diversity and foster an inclusive workplace where everyone's unique perspectives are valued.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees