On-Site Customer Experience Manager: Lead & Elevate Service

Americas Mailbox; Box Elder (SD); On-site; USD 53,000 - 60,000; Full time

Benefits offered by this job

401(k)

Company-paid life insurance

Dental and vision insurance

Employee recognition programs

Company events

Job summary

Americas Mailbox in Box Elder, SD, is seeking a Customer Service Manager to lead the on-site team and oversee daily operations. Responsibilities include coaching staff, handling calls, emails, and front-desk interactions, and coordinating with Mailroom, Accounting, Vehicle Registration, and Campground teams.

The role requires strong leadership, excellent communication, and the ability to manage multiple priorities while delivering exceptional service.

Qualifications

• Experience leading or supervising a customer service/front-desk team.
• Strong leadership and coaching skills.
• Experience resolving escalated customer concerns.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Ability to manage multiple priorities and meet deadlines.
• Proficient with email, spreadsheets, and basic office software.
• Ability to learn company services and explain them clearly to customers.
• Strong interpersonal skills and cross-department collaboration.
• Authorized to work in the United States; no visa sponsorship provided.
• Ability to perform physical duties at a front-desk environment.

Responsibilities

• Lead, supervise, and coach the on-site customer service team.
• Oversee customer interactions by phone, email, and at the front desk.
• Assist customers with mail-forwarding services, vehicle registration, campground inquiries, billing, and account questions.
• Handle escalated or complex customer concerns and provide recovery.
• Monitor response times, follow-ups, and overall service quality.
• Train new employees and provide ongoing coaching and feedback.
• Establish and maintain customer service procedures and standards.
• Collaborate with Mailroom, Accounting, Vehicle Registration, Campground, and other departments.
• Identify opportunities to improve processes and the customer experience.
• Ensure the department remains organized and professional.

Skills

Leadership

Coaching

Customer Service

Communication

Organization

Time Management

Multitasking

Office Software

Tools

Spreadsheets

Email

Office Suite

Job description

Americas Mailbox in Box Elder, SD, is seeking a Customer Service Manager to lead the on-site team and oversee daily operations. Responsibilities include coaching staff, handling calls, emails, and front-desk interactions, and coordinating with Mailroom, Accounting, Vehicle Registration, and Campground teams.

The role requires strong leadership, excellent communication, and the ability to manage multiple priorities while delivering exceptional service.