Customer Service Manager

Customer Service Manager

We are looking for an experienced Customer Service Manager to join our team in Batesburg, South Carolina. In this contract to permanent role, you will lead both call center and on-site customer service operations, driving excellence in customer satisfaction and team performance. The ideal candidate will bring strong leadership skills and a passion for optimizing service delivery in the wholesale distribution industry.

Responsibilities:

• Oversee daily operations of call center and on-site customer service teams, ensuring efficient workflows and exceptional service standards.
• Develop and implement strategies aimed at improving customer satisfaction, employee engagement, and retention.
• Provide mentorship and training to team members, fostering growth and consistent performance.
• Analyze call center metrics and on-site key performance indicators to identify trends and drive operational improvements.
• Act as the primary escalation point for complex customer inquiries, delivering timely and effective resolutions.
• Collaborate with internal departments to align customer service practices with broader organizational objectives.
• Identify and implement process improvements to enhance the overall customer experience.
• Prepare and deliver detailed reports on team performance, customer feedback, and operational challenges.

Requirements:

• Proven experience in managing customer service teams, including call center and on-site operations.
• Strong familiarity with customer account management and computer-aided dispatch systems.
• Demonstrated expertise in call center customer service and job scheduling.
• Exceptional leadership and mentoring skills, with a focus on team development.
• Analytical mindset to monitor metrics and drive data-informed decisions.
• Excellent problem-solving abilities to address escalated customer concerns.
• Ability to collaborate effectively across departments and communicate results clearly.
• Commitment to delivering superior customer service in a fast-paced environment.