Customer Service Manager

Pay: $70,000.00 - $80,000.00 Annually

Job description:

Role: Customer Call Center Representative -

Job Type: Full Time: Day hours from Monday to Friday.
Location: Irvine, CA 92614

Start date: Immediate/Actively Hiring

Citation Processing Center is a team of professionals committed to enhancing the revenue and operational success of the customers we serve. We are dedicated to the long-term profitability of every project we undertake. Our decisions are guided by sound business practices without compromising our integrity. Through proper planning, research, and strategic execution, we minimize risk while maintaining a knowledgeable and conservative approach to growth and development.

We encourage open communication and the exchange of ideas at all levels of the organization. We recognize the importance of every individual and their contribution to the success of the company. Through our commitment to excellence, we expect our business, our employees, and the communities we serve to prosper.

As a Customer Service Manager , you will lead and support a team of Customer Service Representatives responsible for assisting citizens throughout the United States with citation processing, permit management, citation inquiries, payment plans, and website navigation.

The Customer Service Manager serves as a leader, coach, and mentor, ensuring exceptional customer experiences while driving employee performance, quality standards, and operational efficiency. You will oversee daily call center operations, monitor team productivity, conduct quality assurance reviews, audit call recordings, and provide ongoing coaching and development to team members.

• Lead, supervise, and motivate a team of Customer Service Representatives.
• Monitor daily operations to ensure service levels, quality standards, and performance goals are achieved.
• Conduct regular audits of recorded customer calls to ensure compliance with company policies, procedures, and customer service expectations.
• Review quality assurance metrics and identify opportunities for employee coaching and process improvement.
• Deliver constructive feedback and performance evaluations to team members.
• Train, mentor, and develop employees to improve productivity, customer satisfaction, and professional growth.
• Investigate and resolve escalated customer concerns in a professional and timely manner.
• Monitor employee attendance, schedules, and adherence to operational standards.
• Generate reports and analyze performance trends to identify areas for improvement.
• Collaborate with leadership to implement policies, procedures, and best practices.
• Ensure all team members maintain accurate documentation and data entry records.
• Foster a positive, customer-focused, and results-driven work environment.

This is a full-time position requiring 40 hours per week .

Operating hours are Monday through Friday from 8:00 AM to 5:00 PM . Management schedules may vary based on business needs and operational requirements.

What Qualifications Do we need from You -

• Minimum age: 18 years old
• Authorized to work in the United States
• Associate's degree, Bachelor's Degree, or equivalent work experience preferred
• Minimum of 5 years of customer service and/or call center experience
• Minimum of 2 to 3 years of leadership, supervisory, or management experience
• Proven experience managing and developing employees in a customer service environment
• Experience handling escalated customer concerns and conflict resolution
• Experience auditing call recordings and evaluating customer interactions for quality assurance purposes
• Strong understanding of call center metrics, reporting, and performance management
• Bilingual English/Spanish (written and verbal) strongly preferred
• Proficiency in Microsoft Office applications, including Excel
• Excellent organizational, problem-solving, and decision-making skills
• Strong written and verbal communication skills
• Ability to multitask and prioritize in a fast-paced environment
• Exceptional attendance and punctuality
• Ability to manage confidential information and maintain professionalism
• Availability to work Monday through Friday

• Strong leadership and team-building abilities
• Proven experience coaching, mentoring, and developing employees
• Customer-focused mindset with a commitment to service excellence
• Ability to inspire, motivate, and hold employees…