Manager, Customer Success Center Care Advisor

The Guitar Center Company•Kansas City, MO

13d

About The Position

The CSC Care Advisor Manager is a customer-obsessed people leader responsible for the day-to-day coaching, execution, and performance of a frontline customer service team. This role ensures consistent delivery of excellent service across all supported channels by reinforcing service behaviors, monitoring quality, and resolving customer issues and escalations within defined guidelines. The Customer Service Manager partners with Training, Quality, Knowledge Management, and cross-functional teams to support process adherence, reduce repeat contacts, and improve customer satisfaction.

Requirements

Bachelor’s Degree or equivalent business experience preferred.
3–5+ years of leadership experience in customer service and/or contact center environments (multi-channel support preferred).
Demonstrated success coaching teams to improve customer satisfaction, quality, and operational performance.
Working knowledge of contact center operations, including schedule adherence, case management, and service KPIs (e.g., CSAT, FCR, AHT, contact volume).
Experience with CRM and contact center platforms; comfort using dashboards and reporting to manage performance.
Strong communication, conflict resolution, and de-escalation skills; able to handle sensitive customer situations professionally
Customer-first mindset with high accountability and attention to detail.
Strong coaching presence and ability to deliver clear, constructive feedback.
Collaborative, solution-oriented leader who drives consistency and continuous improvement

Responsibilities

Serve as an advocate and voice for our customers in all endeavors
Lead, motivate, and coach frontline Customer Service Agents to deliver consistently positive customer experience across phone, email, chat, and other support channels.
Reinforce customer-first behaviors grounded in empathy, active listening, and problem solving; model effective de-escalation techniques.
Set clear expectations for service standards (quality, policy adherence, and professionalism) and hold the team accountable.
Handle or support resolution of customer escalations that exceed frontline authority, ensuring timely follow-up and documented outcomes.
Monitor daily performance, workflow, and activity to ensure teams meet productivity and service expectations (schedule adherence, responsiveness, and case follow-through).
Track and manage individual performance to goals; create coaching action plans to improve outcomes and support performance conversations.
Partner with Workforce Management and site leadership on real-time needs (coverage adjustments, backlogs, and routing priorities) while executing established staffing plans.
Ensure consistent adherence to policies, procedures, and regulatory requirements related to customer service and complaint handling.
Identify recurring customer pain points through Voice of the Customer (VOC), escalation, and frontline observations, and partner across functionally to eliminate root causes rather than repeatedly resolving symptoms.
Drive First Contact Resolution by coaching Advisors to fully own customer issues, minimizing unnecessary transfers, repeat contacts, and callbacks.
Master and leverage available AI based coaching tools as the primary source for coaching improvement
Identify development needs and partner with Training and Service/Sales Leadership to support skill-building in product knowledge, systems, soft skills, and role-specific competencies.
Conduct performance conversations and reviews, providing feedback and growth opportunities that improve capability and retention.
Build a high-performance service team culture focused on exceeding targets.
Promote consistent use of tools and documentation standards (CRM notes, dispositions, and knowledge articles) to improve continuity and reduce repeat contacts.
Leverage AI tools to improve coaching effectiveness, identify customer trends, increase Advisor productivity, and enhance the overall customer experience. Champion adoption of emerging AI capabilities across the team.
Surface recurring customer issues and process friction to Customer Service leadership with recommendations grounded in frontline observations.
Partner with cross-functional teams (eCommerce, Stores, Operations, Supply Chain) to help resolve customer-impacting issues and improve end-to-end experiences.
Support rollout and adoption of new processes, tools, and service initiatives; provide feedback to leadership on adoption barriers and opportunities.
Lead continuous improvement efforts by identifying operational inefficiencies, proposing solutions backed by data, and partnering with stakeholders to implement lasting improvements.
Perform other duties and special projects as assigned