Manager, Customer Service

Society of Actuaries Research Institute•Chicago, IL

27d•Hybrid

About The Position

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.