Customer Service Manager

LHH; Oklahoma City (OK); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401K Matching

Paid time off

Job summary

LHH Recruitment Solutions is partnering with a well-established growing client in the Oklahoma City, OK area to find an experienced Customer Service Manager to lead and develop a customer support team while driving service excellence and operational efficiency.

The ideal candidate is a hands-on leader who enjoys coaching, mentoring, and developing employees while maintaining a high standard of customer service.

Qualifications

• Bachelor's degree preferred.
• Experience leading or supervising customer service teams.
• Strong people leadership, coaching, and employee development skills.
• Experience monitoring calls, providing feedback, and improving team performance.
• Excellent communication, problem-solving, and relationship-building abilities.
• Experience in order entry, customer support, or customer operations environments preferred.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives.
• Oversee customer service operations, including order entry, customer inquiries, and issue resolution.
• Partner with supervisors of an established offshore team.
• Monitor team performance, customer interactions, and call quality to ensure service standards are met.
• Provide ongoing coaching, training, and performance feedback to team members.
• Support front-line customer interactions and assist with escalated customer concerns.
• Drive proactive customer outreach efforts, including renewals, account check-ins, and relationship management.
• Assist in the implementation and optimization of new customer service channels, including live chat support.
• Develop and improve customer service processes to enhance efficiency and customer satisfaction.
• Track key performance metrics and recommend improvements where needed.

Skills

People leadership

Coaching

Customer service

Communication

Problem-solving

Relationship-building

Call monitoring

Multitasking

Education

Bachelor's degree

Tools

CRM systems

Customer service software

Job description

LHH Recruitment Solutions is partnering with a well-established growing client in the Oklahoma City, OK area to find an experienced Customer Service Manager to lead and develop a customer support team while driving service excellence and operational efficiency.

The ideal candidate is a hands-on leader who enjoys coaching, mentoring, and developing employees while maintaining a high standard of customer service.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives.
• Oversee customer service operations, including order entry, customer inquiries, and issue resolution.
• Partner with supervisors of an established offshore team.
• Monitor team performance, customer interactions, and call quality to ensure service standards are met.
• Provide ongoing coaching, training, and performance feedback to team members.
• Support front-line customer interactions and assist with escalated customer concerns.
• Drive proactive customer outreach efforts, including renewals, account check-ins, and relationship management.
• Assist in the implementation and optimization of new customer service channels, including live chat support.
• Develop and improve customer service processes to enhance efficiency and customer satisfaction.
• Track key performance metrics and recommend improvements where needed.

Qualifications

• Bachelor's degree preferred.
• Previous experience leading or supervising customer service teams.
• Strong people leadership, coaching, and employee development skills.
• Experience monitoring calls, providing feedback, and improving team performance.
• Excellent communication, problem-solving, and relationship-building abilities.
• Experience in order entry, customer support, or customer operations environments preferred.
• Ability to manage multiple priorities in a fast-paced environment.
• 401K Matching
• Paid time off