Customer Service Manager; -office

Customer Service Manager

The Customer Service Manager is responsible for the day-to-day leadership and performance of the Customer Service team. This position oversees a team responsible for supporting customers through phone calls, emails, and ticketing systems while ensuring timely, accurate, and professional resolution of customer needs.

The Customer Service Manager manages daily workflows, monitors team performance, drives accountability, and supports the achievement of established service level agreements (SLAs), goals, and key performance indicators (KPIs). This role owns customer escalations and works with cross-functional departments to identify trends, resolve recurring issues, and improve the overall customer experience. This is an onsite position requiring a hands-on leadership approach and regular interaction with the Customer Service team and other departments.

• Lead, coach, and develop the Customer Service team to meet department and company goals.
• Set and communicate expectations regarding productivity, quality, customer service, professionalism, and accountability.
• Monitor employee performance and provide regular coaching, feedback, and guidance.
• Assist with employee training, onboarding, development, and performance management.
• Support scheduling, staffing, and daily workforce needs based on customer demand, volume, and business priorities.
• Foster a positive, collaborative, accountable, and customer-focused team environment.
• Serve as a resource for employees regarding customer service processes, procedures, and escalations.

• Oversee daily Customer Service workflows to ensure customer inquiries and requests are handled accurately and within established service expectations.
• Manage and prioritize incoming customer communications through phone, email, and ticketing systems, working closely with National Accounts as required by specific triggers.
• Monitor ticket queues and workloads to ensure timely responses and appropriate assignment of customer requests.
• Identify workflow issues, bottlenecks, and recurring customer concerns and implement solutions, escalating to the Director of Business Development & National Accounts where cross-departmental change is required.
• Ensure team members follow established processes, procedures, and service standards.
• Monitor and manage escalated customer issues, ensuring appropriate follow-up and resolution.
• Partner with Sales, Operations, IT/Product, Finance, and other departments to resolve customer issues and prevent recurring problems.

• Serve as an escalation point for complex, sensitive, or high-impact customer concerns, especially those identified as complaints.
• Respond to all customer escalations in a professional, timely, and solutions-oriented manner.
• Route customer complaints to the appropriate defined path within Quality and other departments as needed, maintaining complaint handling records, route causes, and resolution.
• Investigate all other customer concerns and coordinate with appropriate departments to determine root causes and resolution.
• Track recurring escalations and identify / implement opportunities for process or training improvements.
• Communicate significant customer issues and trends to the Director of Business Development & National Accounts.

• Drive the development, maintenance, and implementation of Customer Service documentation.
• Create, update, and maintain Standard Operating Procedures (SOPs), Work Instructions (WIs), workflows, and other department documentation.
• Ensure processes are clearly documented and communicated to Customer Service employees.
• Identify gaps in documentation and recommend updates based on operational changes, customer feedback, and recurring issues.
• Assist with maintaining knowledge resources used by the Customer Service team.
• Support the implementation of new processes, procedures, and system changes.

• Monitor daily, weekly, and monthly Customer Service goals and KPIs.
• Track metrics related to productivity, ticket volume, response…