Call Center Customer Service Manager - Monroe, NC

The Customer Service Manager will oversee the daily operations of the customer service department, ensuring high levels of customer satisfaction, efficient service delivery, and the effective management of the team. This role is responsible for training staff, addressing customer concerns, and implementing best practices to enhance the quality of service.

Key Responsibilities:

1. Team Leadership:




• Supervise and guide customer service representatives to achieve departmental and company goals.
• Conduct regular performance evaluations and provide feedback.




2. Customer Support:




• Handle escalated customer inquiries and complaints with professionalism and empathy.
• Develop and maintain strong relationships with customers, ensuring their needs are met.




3. Training and Development:




• Train new hires in customer service policies and procedures.
• Organize ongoing training programs to improve team skills and service knowledge.




4. Operational Management:




• Monitor team performance metrics and implement improvements when necessary.
• Ensure compliance with company policies and procedures.




5. Reporting and Analysis:




• Generate reports on customer service performance and customer feedback.
• Analyze data to identify trends and areas for improvement and communicate results to management.




6. Collaboration:




• Work closely with other departments to resolve issues and improve delivery of service.
• Participate in budget planning and resource allocation for the customer service department.




7. Sales & Growth Support: Identify opportunities to create additional business by offering additional services to our callers/customers.

This position is based at our Regional Call Center in Monroe, NC and is not a remote position.