Customer Service Manager In Training

About Church Hill Classics

At Church Hill Classics, we’ve proudly handcrafted over two million custom diploma frames, certificate frames, varsity letter frames, and award frames since 1991. Based in Monroe, CT, our female‑owned company remains a U.S. leader in premium custom framing—trusted by over 1,500 colleges and universities, honor societies, the U.S. Military, and professional associations.

We are looking for a technologically savvy, solutions‑oriented Customer Service Manager‑in‑Training to initially learn our systems and then transition into leading and elevating our customer service operations. This is an opportunity for an experienced Customer Service lead/trainer to invest in the next level of leadership and make a meaningful impact on how we serve customers, support employees, and improve business operations across the organization.

After successfully completing the Manager‑in‑Training Path, you will lead a team of Customer Service Representatives while helping drive operational efficiency through system enhancements, AI‑supported tools, training development, and cross‑functional collaboration. If you thrive in a fast‑paced environment, enjoy solving problems, and are energized by improving both people and processes, we’d love to discuss this opportunity more with you.

• Complete 12 weeks of training and acclimation into leadership responsibilities

• Immersion into and mastery of the Church Hill Classics Customer Service Representative role

• Track KPIs and become an expert in Church Hill Classics systems and procedures

• Identify opportunities to streamline and improve process

• Take the lead in coaching the team

• Assist in the management of day‑to‑day operations of the Customer Service department, ensuring excellent service across phone, email, chat, and internal support channels.
• Coach, mentor, and develop Customer Service Representatives to support performance, engagement, and professional growth.
• Monitor workloads, response times, and service quality to ensure team and departmental goals are achieved.
• Participate in hiring, onboarding, performance management, employee development, and employee relations activities.

• Identify opportunities to improve workflows, systems, procedures, and customer experience.
• Partner cross‑functionally to design and implement technical and operational solutions that improve efficiency and service delivery.
• Help optimize and maintain AI‑driven customer chat tools, ensuring content remains accurate, effective, and aligned with company standards.
• Maintain awareness of website and system performance issues and elevate concerns appropriately.

• Analyze customer service trends, defects, and product concerns and communicate findings to key stakeholders.
• Assist the customer Service Manager by acting as an additional escalation point for complex or high‑impact customer issues.
• Develop and maintain training materials, scripts, knowledge resources, and standard operating procedures (SOPs).
• Support continuous improvement initiatives that strengthen department performance and customer satisfaction.

Because we’re more than just a manufacturer—we’re storytellers of achievement, innovators of design, and dedicated to delivering craftsmanship that celebrates life's milestones. As part of the Church Hill Classics team you will be part of a brand recognized for excellence and quality, and you will be an active participant in contributing to the growth and success of a company that values precision, creativity, and collaboration.

• Company Paid Time Off and Sick Time
• Medical, Dental, and Vision Insurance
• Flexible Spending and Dependent Care Accounts
• 401k
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Participation in Perks at Work (discounts on a wide variety of specialty services and everyday items)
• Annual Incentive Payout (amount based on company performance)

• Strong customer service experience, with additional background in training, coaching, or comparable leadership skill.
• T…