CUSTOMER SERVICE MANAGER

About the role

We are seeking an exceptionally effective, highly organized, detail oriented and results driven Customer Service Manager to lead a team of approximately 25 representatives handling inbound customer calls for our SCN food and meal delivery program. Key Responsibilities:

• Lead, train supervise and hold accountable a 25 person customer service team.

• Own the entire complaint resolution process from initial intake and documentation through investigation, escalation, resolution, customer follow up and final closure.

• Manage complaints of varying severity level

• Establish clear escalation protocols, response timelines

• Ensure every complaint is tracked, properly documented and fully resolved with no issues falling through the cracks.

• Monitor call volumes, response times, customer satisfaction, team productivity, and resolution rates.

• Conduct regular coaching, performance evaluations and staff training.

• Identify recurring problems, implement corrective actions and provide detailed management reports.

• Maintain high standards of professionalism, empathy, accountability and customer satisfaction.

Requirements

• Proven experience managing a sizable high volume customer service or call center team.
• Exceptional attention to detail, follow through, organizational skills and accountability.
• Strong leadership, problem solving, conflict resolution and communication skills.
• Experience with CRM systems, complaint tracking, reporting and performance metrics.
• Ability to handle sensitive and escalated complaints with urgency and sound judgment.
• We are looking for a hands on leader who takes complete ownership, demands excellence and ensures that every customer issue is handled from beginning to end.

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