Regional Customer Care Quality Manager

Saia Inc.; York (York County); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Saia Inc. is seeking a Regional Customer Service Manager to oversee operations across multiple terminals, ensuring high levels of customer satisfaction and coordinating with local leadership.

You will coach teams, monitor metrics like call resolution time and CSAT, and partner with sales and operations to deliver a seamless experience. Travel 25%+ is expected in this role.

The ideal candidate has a bachelor’s degree and at least five years of customer service leadership experience.

Qualifications

• Bachelor’s degree in business or related field.
• 5+ years of customer service experience.
• Prior management experience.
• Willingness to travel 25% or more.

Responsibilities

• Supervises customer service operations within multiple terminals, including coaching customer service representatives, setting performance goals, and providing feedback to improve customer interactions.
• Tracks key customer service metrics, including call resolution time, customer satisfaction scores, and representative productivity.
• Reviews customer service calls and interactions to ensure adherence to company standards and quality guidelines.
• Handles complex customer complaints and escalated issues that cannot be resolved at the representative level.
• Works with customer service trainers to provide ongoing training and development opportunities for customer service representatives to improve their skills and knowledge.
• Collaborates with sales, operations, and other internal stakeholders to ensure a seamless customer experience.
• Develops and implements strategies to improve business processes, increase productivity, and enhance the customer experience.

Skills

Customer service leadership

Coaching and development

Performance metrics

Cross-functional collaboration

Travel readiness

Education

Bachelor’s degree in business or related

Tools

CRM software

Job description

Saia Inc. is seeking a Regional Customer Service Manager to oversee operations across multiple terminals, ensuring high levels of customer satisfaction and coordinating with local leadership.

You will coach teams, monitor metrics like call resolution time and CSAT, and partner with sales and operations to deliver a seamless experience. Travel 25%+ is expected in this role.

The ideal candidate has a bachelor’s degree and at least five years of customer service leadership experience.