Customer Service Manager

Overview

Strong Spas is seeking a results-driven Customer Service Manager to lead and support our Call Center team. In this role, you will be responsible for enhancing the customer experience, creating engaged customer relationships, and driving sustainable growth. You will take ownership of customer issues, oversee resolution efforts, and implement strategic initiatives that align with our service mission.

Please note: This position is based at our Call Center location and is not remote.

• Supervise daily operations of the Call Center team, ensuring high performance and adherence to company standards.
• Set clear service objectives and implement strategies to meet performance targets.
• Take full ownership of customer issues and ensure they are followed through to resolution.
• Maintain accurate records of customer interactions, service issues, and resolutions.
• Analyze customer service metrics and generate detailed reports to identify trends and areas for improvement.
• Train, mentor, and evaluate Call Center representatives to ensure compliance with policies and promote professional development.
• Stay current with industry trends and best practices, and proactively apply them to improve service quality.
• Manage resources effectively to meet both qualitative and quantitative service goals.
• Organize workflows and set priorities to maintain efficiency across all customer interactions.
• Perform other duties as assigned to support the success of the team and organization.

• Proven experience in customer service leadership, preferably in a call center environment.
• Strong problem-solving skills with the ability to resolve issues quickly and effectively.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team in a fast-paced environment.
• Proficiency in customer service software, reporting tools, and Microsoft Office Suite.

Be a part of a growing company that values quality, innovation, and customer satisfaction. We offer a collaborative work environment where your leadership will directly impact our customer experience and company growth.