Customer Service Manager

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Full Time Management US

7 days ago Requisition

Position Summary

We are seeking a reliable and organized Customer Service Manager to oversee daily customer support operations and manage two part-time customer service employees. This role is responsible for ensuring excellent customer experiences through responsive communication, account support, billing assistance, and proactive follow-up with customers regarding payment or account issues.

The ideal candidate is professional, detail-oriented, customer-focused, and comfortable handling both administrative responsibilities and team supervision.

Key Responsibilities

Customer Support & Account Management

• Provide exceptional customer service through inbound phone calls and email support
• Assist customers with account-related questions and updates
• Troubleshoot login and access issues for online platforms
• Respond to billing inquiries and payment-related concerns
• Process and manage customer account payments
• Maintainaccuratecustomer records and account documentation

Collections & Follow-Up

• Conduct outbound callsregardingfailed credit card transactions or missed payments
• Follow up with customers to resolve outstanding account issues promptly and professionally
• Identify at-risk customer situations and escalate or hand off cases when necessary

Administrative Duties

• Perform daily administrative tasks related to customer accounts and support operations
• Monitor support inboxes, ticket queues, and customer communication channels
• Ensuretimelyandaccuratedocumentation of customer interactions
• Assistin developing and improving customer service procedures and workflows

Team Management

• Supervise and support two part-time customer service employees
• Assist with scheduling, training, and performance oversight
• Ensure team membersmaintainprofessionalism and high-quality customer interactions
• Help create a positive, collaborative, and efficient work environment
• Maintain KPIs to measure employeeperformance and analyze opportunities for growth

Qualifications

• 5+ years of customer service or customer support experience required
• Prior management or team leadership experience preferred
• Strong communication skills, both verbal and written
• Excellent organizational and multitasking abilities
• Comfortable handling sensitive customer and billing information
• Proficient with email, phone systems, CRM platforms, and online account management tools
• Ability to remain calm and professional in challenging customer situations

Schedule

• Full-time position
• Standard business hours with occasional flexibility as needed

Preferred Skills

• Experience with billing systems or payment processing
• Problem-solving mindset with strong attention to detail
• Ability to prioritize tasks and manage multiple responsibilities efficiently
• Competitive pay based on experience
• Opportunities for growth and advancement