Customer service manager

Tews Company; Town of Florida (NY); On-site; USD 65,000 - 75,000; Full time

Job summary

Tews Company is seeking a Customer Service Manager to lead and oversee the customer service team, driving exceptional service and customer satisfaction. The role focuses on daily operations, policy development, issue resolution, and improving the overall customer experience.

The ideal candidate will have strong leadership, excellent communication, and a passion for delivering high-quality service, with a track record of managing teams and using CRM tools to monitor performance.

Qualifications

• Minimum 3–5+ years in customer service with 1–2+ years in a supervisory role.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Experience with CRM systems and customer service software.

Responsibilities

• Lead and supervise the customer service team, including hiring, training, scheduling, and performance management.
• Ensure prompt, professional resolution of inquiries, complaints, and issues.
• Develop and implement customer service policies, procedures, and standards.
• Monitor interactions to ensure quality service and adherence to policies.
• Track and analyze service metrics and implement improvements.
• Handle escalated issues and provide solutions maintaining satisfaction and standards.
• Collaborate with Sales, Operations, Logistics to improve the customer experience.
• Conduct regular team meetings, coaching, and performance reviews.
• Identify opportunities to improve processes and efficiency.
• Maintain records of customer interactions and service trends.

Skills

Leadership

Customer relationship management

Conflict resolution

Performance management

Process improvement

Tools

CRM systems

Job description

Job Description

Our client is looking for a customer service manager.

The Customer Service Manager is responsible for leading and overseeing the customer service team to ensure exceptional service and customer satisfaction. This role manages daily operations, develops service policies, resolves complex customer issues, and works to improve the overall customer experience. The ideal candidate is a strong leader with excellent communication skills, problem-solving ability, and a passion for delivering high-quality service.

Pay is 65-75k depending on experience.

Key Responsibilities

• Manage and supervise the customer service team, including hiring, training, scheduling, and performance management.
• Ensure prompt, professional, and effective resolution of customer inquiries, complaints, and issues.
• Develop and implement customer service policies, procedures, and standards.
• Monitor customer interactions to ensure quality service and adherence to company policies.
• Track and analyze customer service metrics (response time, resolution rates, satisfaction scores) and implement improvements.
• Handle escalated customer issues and provide solutions that maintain customer satisfaction and company standards.
• Collaborate with other departments (sales, operations, logistics, etc.) to improve the customer experience.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Identify opportunities to improve processes, efficiency, and customer satisfaction.
• Maintain accurate records of customer interactions and service trends.

Qualifications

• 3-5+ years of experience in customer service, with at least 1-2 years in a supervisory or management role.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Experience with CRM systems and customer service software.
• Ability to analyze data and implement service improvements.
• Strong organizational and multitasking skills.

Key Skills

• Leadership and team development
• Customer relationship management
• Conflict resolution
• Performance management
• Process improvement