Customer Service Manager

Corporate Tools; Post Falls (ID); Remote; USD 75,000 - 95,000; Full time

Job summary

A leading company in software development is seeking an experienced Customer Service Manager in Post Falls, Idaho. This role involves managing a large team, focusing on employee satisfaction and process improvements in a flexible work environment. Exceptional leadership and communication skills are required to enhance customer service operations and team performance.

Benefits

100% employer-paid medical, dental, and vision for employees

Annual review with raise option

22 days Paid Time Off accrued annually

Paid Maternity and Paternity Leave

Up to 5% company matching 401(k)

Quarterly allowance for remote work setup

Open concept office with friendly coworkers

Creative environment

Trail Mix Bar

Qualifications

• 5+ years of experience as a leader managing large teams in service delivery environment.
• Proven track record of success in people-first customer service environments.
• Ability to build trust, train, motivate and develop employees.

Responsibilities

• Training, motivating, guiding and inspiring a team of Customer Service coaches.
• Responsible for all aspects of staffing including time off, productivity, efficiency.
• Collaborate across all departments to identify and improve communication and processes.

Skills

Leadership

Communication

Team Building

Process Improvement

Job description

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Overview

Corporate Tools in Post Falls, Idaho is searching for an experienced and successful Customer Service Manager. This position is key to the support and development of our front line coaches in a contact center environment. You will also be responsible for hiring, strategy, training, performance, quality, employee satisfaction, and accountability process for all inbound customer service groups (Phone/Email/Chat). As a Customer Service Manager, you will focus on people and process improvements, team building, collaboration, coaching, accountability, and recognition while you build and support our team of customer service experts. This job is coded as “Flex” which means the company does not currently require this position to be performed in office. All shifts are centered around regular business hours for Pacific Standard Time. If you are in a different time zone, you must adjust accordingly.

Overview

Corporate Tools in Post Falls, Idaho is searching for an experienced and successful Customer Service Manager. This position is key to the support and development of our front line coaches in a contact center environment. You will also be responsible for hiring, strategy, training, performance, quality, employee satisfaction, and accountability process for all inbound customer service groups (Phone/Email/Chat). As a Customer Service Manager, you will focus on people and process improvements, team building, collaboration, coaching, accountability, and recognition while you build and support our team of customer service experts. This job is coded as “Flex” which means the company does not currently require this position to be performed in office. All shifts are centered around regular business hours for Pacific Standard Time. If you are in a different time zone, you must adjust accordingly.

Wage

$75,000 - $95,000/year DOE

Benefits

• 100% employer-paid medical, dental and vision for employees
• Annual review with raise option
• 22 days Paid Time Off accrued annually, and 4 holidays
• After 3 years, PTO increases to 29 days. Employees transition to flexible time off after 5 years with the company—not accrued, not capped, take time off when you want
• The 4 holidays are: New Year’s Day, Fourth of July, Thanksgiving, and Christmas Day
• Paid Maternity and Paternity Leave
• Up to 5% company matching 401(k) with no vesting period
• Quarterly allowance
• Use to make your remote work set up more comfortable, for continuing education classes, a plant for your desk, coffee for your coworker, a massage for yourself... really, whatever
• Open concept office with friendly coworkers
• Creative environment where you can make a difference
• No dumb benefits like free dog walking on the weekends that snobby hipster places have to make you feel cool, but mathematically won't cost the company much money because you won't use it
• Trail Mix Bar --- oh yeah
  

Responsibilities

• Training, motivating, guiding and inspiring a team of Customer Service coaches
• Ability to learn and adapt to an autonomy driven, employee focused company culture
• Ability to communicate a vision that ensures that culture is built into the fiber of our team as we rapidly grow
• Participate actively in an Operations group on a sprint schedule moving most important projects forward
• Drive initiatives and often times create projects that elevate client experience outcomes and align with operational goals
• Expert at identifying candidate strengths and risks during the hiring process
• Communicate and support new process and product roll outs and changes
• Balance organization/business focus with culture/people focus
• Collaborate across all departments to identify and improve communication and processes
• Evaluate the effectiveness of coaching, quality, recognition, collaboration, and accountability approach
• Provide guidance to employees and coaches on their personal and professional development
• Responsible for all aspects of staffing including time off, productivity, efficiency, and schedule adjustments for 150+ person multi-channel customer service team
  
  

Requirements

• 5+ years of experience as a leader managing large teams in service delivery environment
• 2+ years leading and developing people managers
• Thoughtful and intelligent with sound business aptitude, demonstrated leadership success, and a natural ability to build a strong and self-supporting team
• Proven track record of success in people first customer service environments
• Courage to tactfully challenge existing process and/or direction to support employees and/or the business
• Ability to build trust, train, motivate and develop employees, including existing leaders
• Develop, implement, and maintain process improvements through growth and change
• Acts with integrity, demonstrating honesty, transparency, positivity, and trust
• Great attitude, fun to be around, constantly seeking to improve
• Adaptable and willing to flex with changes, promote positive change management, and help drive company initiatives
• A high threshold for navigating ambiguity and building effective solutions that scale

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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