Customer Service Manager (Hybrid)

Benson Integrated Marketing Solutions, Inc.; Alpharetta (GA); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Career Growth

Competitive Compensation

Generous Time Off

Wellness

Flexibility

Parental Leave

Paid Company Events

Future Planning

Community Engagement

Job summary

Benson Integrated Marketing Solutions, Inc. in Alpharetta, GA is seeking a Customer Service Manager to lead our Customer Service Coordinator team and ensure top-tier service across all touchpoints.

You will oversee performance, staffing, training, and cross-functional collaboration with Account Managers to drive service excellence and operational efficiency while supporting client relationships and company growth.

Qualifications

• Bachelor's degree in Business Administration or related field; equivalent experience considered.
• 3–5 years in customer service or related roles; 2+ years leading teams.

Responsibilities

• Lead, coach, and develop Customer Service Coordinators through performance management and training.
• Monitor service levels, quality metrics, and team performance.
• Manage workforce planning, staffing, and productivity to meet demand.
• Identify process improvements and SOPs to enhance efficiency and scalability.
• Collaborate with Account Managers to resolve challenges and improve the customer experience.

Skills

Leadership

Customer service

Workforce planning

Process improvement

Data analysis

Communication

Education

Bachelor's degree in Business Administration or related field

Job description

Location: Alpharetta, GA

Why You'll Love Working Here

At Benson, we inspire and support our team members' growth and career development. Our hybrid work style allows you to enjoy the best of both worlds-working from home and collaborating in our modern, fun, and energetic corporate office in Alpharetta, GA.

Your Benson Perks

• Career Growth: Opportunities for advancement and professional development.
• Competitive Compensation: Attractive salary with bonus structure.
• Generous Time Off: PTO package plus a paid holiday break from Christmas Eve to New Year's Day.
• Wellness: Employee Assistance Program (EAP).
• Flexibility: Hybrid work opportunities.
• Parental Leave: Paid time off for new parents.
• Paid Company Events: Benson Olympics, Team Member Awards, Benson Picnic, and more.
• Future Planning: 401(k) with company match.
• Community Engagement: Volunteer program with up to 16 hours of additional PTO. Health, Dental, and Vision, Voluntary Life, Short-term and Long-term Disability, HSA, FSA, Pet Insurance, Hospital Indemnity, Accident & Critical Illness Plans.

What Makes Benson Different

Benson is a leading Centralized Marketing Platform in the multi-family industry, offering innovative products and services through our proprietary Integrated Marketing System, which includes:

• Online Smart Stores
• Dedicated Customer Experience Teams
• Analytics

Our award-winning capabilities span Promotional Products, Customized Apparel, Print Services, Signage, and Creative Design Services-all produced in-house and shipped directly to our clients.

What You'll Do:

As the Customer Service Manager, you will lead and develop our Customer Service Coordinator team while ensuring exceptional service delivery across all customer touchpoints. You will oversee team performance, staffing, training, and operational processes, partnering closely with Account Managers and cross-functional teams to drive service excellence, improve efficiency, and support a best-in-class customer experience.

Your Impact:

Your leadership will directly influence the quality, consistency, and responsiveness of our customer service operations. By developing team capabilities, improving processes, and proactively addressing service challenges, you will help ensure customers receive exceptional support while reducing operational inefficiencies. Your ability to build a highly engaged, accountable, and customer-focused team will contribute to stronger client relationships, improved business performance, and continued organizational growth.

Key Responsibilities:

• Lead, coach, and develop Customer Service Coordinators through performance management, training, and ongoing professional development.
• Monitor service levels, quality metrics, and team performance to ensure customer expectations and department goals are consistently achieved.
• Manage workforce planning, staffing, workload balancing, and productivity to support operational demands.
• Identify and implement process improvements, Standard Operating Procedures (SOPs), and best practices that enhance efficiency and scalability.
• Analyze operational data, reports, and performance metrics to identify trends and drive continuous improvement initiatives.
• Collaborate with Account Managers and cross-functional teams to resolve service challenges, improve communication, and strengthen the customer experience.

Position Qualifications:

Education:

• Bachelor's degree in Business Administration, Business Management, Leadership, Communications, Operations Management, or a related field; equivalent experience may be considered.

Work Experience:

• 3-5 years of experience in customer service, client services, account support, operations, or a related field.
• 2+ years of experience leading, coaching, developing, and managing direct reports.

Your Skills:

• Leadership, coaching, and employee development
• Customer service operations and service delivery management
• Workforce planning, resource allocation, and productivity management
• Process improvement, SOP development, and operational excellence
• Data analysis, reporting, and performance metrics management
• Strong communication, collaboration, problem-solving, and decision-making skills

Disclaimer: This list does not represent all physical demands. Descriptions are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs' essential functions.