Senior Customer Service Leader: Front Desk & Ops

Vance Airscoop; 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 and incentive pol

Company events and team activities

Opportunities for professional growth

Job summary

Americas Mailbox is seeking an experienced Customer Service Manager to lead and support our on-site team in Box Elder, South Dakota. You will oversee daily operations, coach staff, resolve escalated concerns, and ensure high-quality service across phone, email, and in-person interactions.

This role collaborates with Mailroom, Accounting, Vehicle Registration, Campground operations, and other departments to meet customer needs efficiently.

Qualifications

• Prior experience managing or supervising a customer service/front-desk/office team.
• Strong leadership and employee coaching skills.
• Experience resolving escalated customer concerns and workplace conflicts.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Ability to manage multiple priorities while meeting deadlines.
• Proficiency with email, spreadsheets, and basic office software.
• Ability to learn company services and explain them clearly to customers.
• Strong interpersonal skills and ability to work with multiple departments.
• A professional, customer-focused approach to problem-solving.
• Applicants must be authorized to work in the United States. Americas Mailbox is unable to provide employment visa sponsorship for this position.
• This position also requires the ability to perform the physical requirements associated with working at a customer service/front-desk environment, including standing for extended periods when necessary.

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-related inquiries, billing, and account questions.
• Handle escalated or complex customer concerns and provide effective service recovery when necessary.
• Monitor response times, follow-ups, and overall customer service quality.
• Train new employees and provide ongoing coaching and performance feedback.
• Establish and maintain effective customer service procedures and standards.
• Work collaboratively with Mailroom, Accounting, Vehicle Registration, Campground, and other departments.
• Identify opportunities to improve processes, efficiency, and the overall customer experience.
• Help ensure the customer service department remains organized, responsive, and professional.

Skills

Leadership

Coaching

Customer service

Communication

Time management

Multitasking

Team collaboration

Problem solving

Adaptability

Tools

Email

Spreadsheets

Office software

Job description

Americas Mailbox is seeking an experienced Customer Service Manager to lead and support our on-site team in Box Elder, South Dakota. You will oversee daily operations, coach staff, resolve escalated concerns, and ensure high-quality service across phone, email, and in-person interactions.

This role collaborates with Mailroom, Accounting, Vehicle Registration, Campground operations, and other departments to meet customer needs efficiently.