Customer Service Leader: Team Coach & Guest Experience

Prismhr Hire; Casper (WY); On-site; USD 55,000 - 75,000; Full time

Job summary

Prismhr Hire is seeking a Customer Service Manager in Casper, WY, to provide strategic leadership for the customer service team. You will drive operational excellence, coach staff, and lead continuous improvements in service quality and efficiency, ensuring a superior guest experience and strong property performance.

The role requires substantial independent judgment, critical thinking, and timely decision making to resolve guest concerns and optimize service outcomes.

Qualifications

• Bachelor's degree preferred.
• Minimum three years of experience in high-level customer service.
• Minimum two years of supervisory or leadership experience.

Responsibilities

• Leads and manages the customer service team, ensuring compliance with company service standards and operational guidelines.
• Builds, coaches, and sustains a high-performing team capable of independent problem-solving and adaptable service delivery.
• Establishes clear expectations, performance standards, and accountability practices.
• Analyzes guest surveys, feedback, and service trends to identify root causes and implement corrective actions.
• Keeps the team updated on changes to products, services, policies, and procedures.
• Utilizes critical thinking to interpret guest concerns, resolve complex issues, and determine when escalation is necessary.
• Collects, analyzes, and reports data on guest complaints, service performance, and team metrics.
• Prepares monthly performance summaries that highlight trends, risks, and strategic recommendations.
• Develops and updates knowledge-based documents, FAQs, and self-help resources to streamline service operations.
• Identifies operational inefficiencies and recommends improvements to leadership.
• Participates in budget planning, contributing insight on staffing, service tools, and resource needs.
• Performs additional duties and special projects as assigned.

Skills

Leadership

Communication

Customer Service

Data Analysis

Coaching

Problem Solving

Microsoft Office

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Prismhr Hire is seeking a Customer Service Manager in Casper, WY, to provide strategic leadership for the customer service team. You will drive operational excellence, coach staff, and lead continuous improvements in service quality and efficiency, ensuring a superior guest experience and strong property performance.

The role requires substantial independent judgment, critical thinking, and timely decision making to resolve guest concerns and optimize service outcomes.