Job Title: Customer Service Manager

Compensation: $20-$28/hour

Team Size: 0-3

Job Summary:

Seeking a Customer Service Manager to manage client enrollment and support for court-mandated education classes. This role requires a highly motivated, professional individual who excels at prioritizing tasks, leading a team, and innovating customer service processes. The ideal candidate will maintain discretion and confidentiality, possess excellent organizational skills, and proactively identify opportunities to improve efficiency.

Key Responsibilities:

• Assist clients with enrolling in court-mandated education classes, including programs for DUI, domestic battery, substance abuse, anger management, petty larceny, traffic offenses, and STD/AIDS awareness.
• Process client payments and maintain accurate, confidential records in compliance with privacy laws.
• Manage incoming phone calls, live chats, walk-ins, and client inquiries with professionalism and empathy.
• Print and distribute required materials while ensuring the privacy and security of client information.
• Coordinate with courts and attorneys to ensure compliance with legal requirements while maintaining strict confidentiality.
• Respond to and compose emails effectively using company software.
• Provide Saturday phone support on a rotating basis (9 AM-1 PM from home).
• Take ownership of daily operations: assess priorities, delegate or execute tasks, and ensure everything is completed efficiently.
• Collaborate with management to re-envision and improve customer service processes.
• Develop new ideas for service improvement, present proposals to management for approval, and lead their implementation.
• Assist in onboarding and training team members as needed.

  Requirements:

• Adherence to confidentiality laws and the ability to handle sensitive information discreetly.
• Excellent organizational skills and the ability to prioritize and manage multiple tasks effectively.
• Strong interpersonal skills: must remain professional, nonjudgmental, and supportive when working with clients in stressful situations.
• Strong leadership skills, with the ability to lead a small team and inspire others to deliver exceptional service.
• Willingness to innovate and improve processes, with confidence in presenting ideas to management.
• Fluent in English; Spanish proficiency is a plus.
• Proficient in computer usage, with a willingness to learn and use company-specific software.
• Self-motivated and proactive, with a "can-do" attitude.

  Work Schedule:

• Monday - Friday: 8 AM - 4 PM
• Saturday: Phone availability (rotating schedule), 9 AM - 1 PM
• Holidays off in alignment with court closures (holiday pay available after transitioning to a salaried position).

  Preferred Characteristics:

• A problem-solver who thrives in dynamic environments and can independently identify areas for improvement.
• Comfortable and professional when communicating with courts and attorneys.
• Highly trustworthy, with an acute understanding of confidentiality laws and practices.
• A “go-getter” with a proactive mindset, capable of developing and leading process improvements.

  Dress Code: Casual

  This is the perfect job for someone who wants to make a difference in people’s lives. At our company, you’ll have the opportunity to help clients overcome challenges, meet their legal requirements, and build better futures. Your compassion, professionalism, and innovative ideas will play a key role in giving people a second chance and helping them create brighter tomorrows.