Customer Service Manager - Lead & Elevate Support

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

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.