Customer Service Manager

As the HR Manager at Colonial Van Lines, I’m looking for an experienced Call Center Customer Service Manager to lead our Customer Service team and help deliver an exceptional experience for customers throughout their long-distance move.

This is a hands‑on call center leadership role responsible for:

• Leading, coaching, and developing a 20+ person Customer Service team
• Managing call center performance, accountability, and productivity
• Handling escalated customer concerns and complex problem resolution
• Ensuring customers receive timely, professional, and consistent communication
• Monitoring moves and proactively addressing potential service issues
• Partnering with Operations, Dispatch, Sales, and Move Management
• Identifying recurring issues and improving customer service processes

• 3+ years of call center and customer service leadership experience
• Experience managing a 20+ person team in a call center environment
• Strong understanding of call center operations, performance metrics, and customer service
• Experience coaching and holding CSRs accountable for performance
• Excellent communication, organizational, and problem‑solving skills
• Ability to manage multiple urgent issues in a fast-paced environment
• Household goods/moving industry experience is a plus

Pay:
Starting at $70,000/year

Schedule:

Monday–Friday, with every other Saturday

Benefits:
Health, dental & vision insurance + paid time off

#Hiring #Call Center #Call Center Management  #Customer Service #Management