Manager, Customer Service

* This is a hybrid position based in our Chicago/O’Hare Area office. Preference is for candidates who live within a 100-mile radius of this office, but we are additionally open to candidates outside this region who offer the right skill set and experience.

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.

• 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.
• Customer Experience & Support Operations (40%)
• 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.
• Continuous Improvement & Quality (25%)
• 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.
• Reporting & Metrics (10%)
• 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.
• Systems & Documentation (5%)
• 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.

• 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

• Commitmenttodelivering high quality service tomembers, candidates, volunteers, and staff.
• Abilitytofollowthroughonassignmentsandmeetalldeadlines
• Abilitytocommunicateeffectivelywithexternal and internal stakeholders
• Abilitytoworkeffectivelyindependentlyandasamemberofateam
• Abilitytomakeobjectivedecisionsusingsoundjudgment
• Abilitytolearnquicklyandthinkcriticallyaboutchoicesandmakesituational and policy appropriate decisions.
• Abilitytocoordinateandleadmultipleprojectssimultaneously
• Abilitytomanageresourcesinacross-functionalorganizationandthecapacityforcreating, identifying and capitalizing resources

This job description in no way states or implies that these are the only duties to be performed by the employeeoccupyingthisposition.

Employeesmayberequiredtofollowotherjob-related instructions and toperform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.

• 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…