Customer Service Manager

Williamsburg Brooklyn

Part time/full time

100k-150k

Job Overview:

We are seeking a Customer Service Manager to oversee and support a team of 10 customer service representatives. This role involves ensuring excellent customer support through phone and email, maintaining high service quality, and fostering a professional and efficient work environment. The ideal candidate will provide leadership, monitor performance, and guide the team in handling customer interactions effectively.

Key Responsibilities:

• Team Management: Oversee a team of 10 customer service representatives, ensuring smooth daily operations.
• Performance Monitoring: Listen to live and recorded calls, review emails, and provide feedback to enhance customer interactions.
• Guidance & Support: Offer real-time coaching and assistance to team members handling difficult customer situations.
• Quality Assurance: Ensure all customer inquiries are handled professionally, efficiently, and in line with company policies.
• Escalation Handling: Address complex customer issues and escalate when necessary.
• Process Improvement: Identify inefficiencies and recommend improvements to customer service workflows.
• Training & Development: Provide ongoing coaching and support to help the team refine their skills.
• Reporting & Documentation: Track key performance metrics and report to senior management as needed.