Customer Service Manager

Ameren; Montgomery (AL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Paid training

Team bonuses and learning incentives

Medical, Dental, and Vision insurance

Life insurance

Employer‑paid Short‑ and Long‑Term Dis

401(k) with company match

Tuition reimbursement for Undergrad/Gr

Paid time off

Job summary

AMMEGA is seeking a Customer Service Manager to lead our customer service team from Skokie, driving a customer-first approach and transformative change. You will develop training, align strategies with corporate goals, and elevate customer experience across the business.

The role emphasizes leadership, performance management, and a culture of continuous improvement, with opportunities to implement new tools and career progression for team members.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• Minimum of 5 years of management experience in a customer service environment.
• 10+ years of work experience in a commercial/customer-facing role.
• Proven leadership in customer service management with ability to improve metrics.
• Strong leadership with track record of transforming customer service teams.
• Experience with performance management systems and staff development.
• Technical proficiency with CRM systems like Salesforce and openness to new tech.

Responsibilities

• Drive change and continuous improvement by aligning customer service with corporate objectives.
• Lead customer experience initiatives to drive satisfaction and differentiate from competition.
• Develop tools and training materials to ensure consistent onboarding and seamless experiences.
• Manage performance using KPIs and provide ongoing coaching to exceed goals.
• Foster a feedback-rich culture and improve cross-team collaboration.
• Design tiered career progression and incentive schemes to motivate high performance.
• Stay abreast of new technologies to enhance service delivery.

Job description

About the Role

The Customer Service Manager is committed to innovation and excellence in customer service. As we continue to implement transformative technologies and strategies, we are looking for a Customer Service Manager who will lead our customer service team and elevate our customer experience. In this role, you will be based in Skokie.

Key Responsibilities

Drive Change and Continuous Improvement

Spearhead initiatives that enhance efficiency and effectiveness, aligning with our commitment to transformative change. Liaise with other staff, particularly in quality, planning, SET and sales, to ensure that customer service strategies and activities are integrated with other parts of the business and align to the overall corporate objectives.

Customer Experience Leadership

Champion a customer‑first approach in all decision‑making processes. Implement strategies that drive customer satisfaction to new heights and set us apart from the competition. Create tools and training materials for customer service so onboarding is consistent and customer experience is seamless and performance is sustainable.

Performance Management

Utilize KPIs to measure and enhance team performance. Implement regular coaching sessions to ensure continuous development and performance improvement. Provide ongoing coaching and development to ensure the team meets and exceeds their goals.

Cultural Development

Create and nurture a feedback‑rich culture. Promote open communication and collaboration across the team to foster a positive work environment.

Career Development

Develop and implement a tiered career progression program to provide clear growth paths within the team. Design and manage incentive schemes to motivate and reward high performance.

Technological Curiosity

Stay abreast of technological advancements that can enhance customer service delivery. Proactively explore and integrate new tools and technologies to improve team productivity and customer satisfaction.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of management experience in a customer service environment.
• 10+ years of work experience in a commercial/customer‑facing role.
• Proven leadership in customer service management, with a demonstrated ability to dramatically improve customer service metrics.
• Strong leadership skills with a track record of managing and transforming customer service teams.
• Experience with performance management systems and staff development.
• Technological proficiency, especially with CRM systems like Salesforce, and an openness to integrating new technologies.
• Excellent communication and interpersonal skills, with an ability to inspire a team towards achieving excellence.
• Strategic thinker with a problem‑solving mindset.

Competencies

• Strong leadership;
• Building relationships;
• Customer focus level;
• Commercial awareness;
• Continuous improvement /innovation;
• Planning and organizing;
• Communicates effectively.

Key Behaviors

• Are accountable to others;
• Have the courage to challenge the status quo;
• Are honest with co‑workers and customers;
• Able to be innovative problem solvers;
• Are engaged team members;
• Add value to the Company;
• Expects excellence of self and others;
• Overserves top customers;
• Understands, simplifies and acts to improve processes.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Benefits

• Paid training.
• Team bonuses and learning incentives.
• Medical, Dental, and Vision insurance.
• Life insurance.
• Employer‑paid Short‑ and Long‑Term Disability insurance.
• 401(k) with company match.
• Tuition reimbursement for Undergraduate and Graduate education.
• Paid time off.

Equal Opportunity Employer

AMMEGA is an Equal Opportunity Employer. Employment decisions are made without regard to age, race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status or other characteristics protected by law.