Customer Service Manager-WV Parkways Authority-Raleigh Co
Listed on 2026-08-05
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Customer Service/HelpDesk
Customer Success Management, Client Relationship Management, Event Management & Planning -
Management
Client Relationship Management, Event Management & Planning
Customer Service Manager
HOW TO APPLY:
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CUSTOMER SERVICE MANAGER-WV PARKWAYS AUTHORITY-RALEIGH CO. SALARY: $65,000.00 - $75,000.00, based on experience
Department:
Customer Service Center
Reports To:
Director of Customer Service FLSA Status:
Exempt (Salaried) Position Type:
Full-Time
Location:
Beckley, WV
Position Summary:
The Customer Service Manager is responsible for overseeing daily operations and overall performance of the Customer Service Center (CSC). This role provides leadership and direction to Supervisors and staff, ensuring efficient workflow, high-quality customer service, and compliance with all WVPA policies and procedures.
- Provide leadership and oversight to Customer Service Supervisors and staff.
- Manage Supervisors and ensure consistent performance and accountability.
- Oversee CSC operations including customer service, account management, violations, and image review.
- Monitor productivity, service levels, and workflow distribution.
- Implement strategies to improve performance and operations.
- Review reports and performance metrics.
- Ensure compliance with WVPA policies and procedures.
- Oversee image review operations and standards.
- Support escalated customer issues.
- Assist with budgeting and staffing planning.
- Support hiring, onboarding, and retention.
- Manage employee performance and evaluations.
- Coordinate training and development.
- Promote a professional team environment.
- Perform other duties as assigned.
High School Diploma or GED required. Must be able to pass a background check. 3-5 years of customer service experience required. 3+ years of supervisory or management experience required. Candidates are required to have experience utilizing a toll back-office system and supporting customers in a high-volume call center environment.
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