Manager, Customer Service - Alloyd

Summary Description

The Manager, Customer Service is responsible for overseeing the customer service department, ensuring excellent customer experiences, and leading a team of customer service representatives.

• Lead and manage the customer service team to ensure high levels of customer satisfaction.
• Develop and implement customer service policies and procedures to enhance service quality.
• Monitor and analyze customer service metrics to identify areas for improvement.
• Handle escalated customer issues and resolve them in a timely and effective manner.
• Train and mentor customer service representatives, providing guidance and support.
• Collaborate with other departments to ensure a seamless customer experience.
• Prepare and present reports on customer service performance to senior management.
• Stay updated on industry trends and best practices to continuously improve service delivery.

• Bachelor’s degree in Business Administration, Management, or a related field.
• 5+ years of experience in customer service, with at least 2 years in a supervisory or managerial role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Problem‑solving and conflict resolution abilities.
• Proficiency in customer service software and tools.
• Ability to analyze data and generate reports.
• Customer-focused mindset with a passion for delivering exceptional service.

The annual base salary range for this role is $120,000 to $140,000.

We offer a comprehensive Total Rewards package including medical, dental, and vision coverage; 401(k) retirement plan with company match; well‑being resources; paid time off; various insurance options; and tuition reimbursement.

DeKalb, IL Facility (100% onsite).

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender identity or expression, sexual orientation, age, disability, genetic information, marital status, veteran or military status, citizenship status, or any other characteristic protected by applicable federal, state, or local laws.

We are committed to providing a workplace where everyone feels respected, valued, and able to contribute to their fullest potential. We also provide reasonable accommodations to individuals with disabilities throughout the application and employment processes. If you require assistance or accommodation due to a disability, please contact us.