Job Description

Customer Service Manager

On‑site, team‑based environment | Full‑time | People & experience first

About the role

A well-known Phoenix business is hiring a Customer Service Manager to lead a close‑knit customer care team of four. Your north star is culture : you’ll elevate team energy, bring cross‑functional groups together, and coach your reps so customers feel the difference in every interaction.

Why this role matters

Our customers connect with us across phone, text, email, and website chat . They deserve fast, friendly, and accurate help—every time. This role ensures we deliver that consistently by strengthening skills, sharpening processes, and fostering a “one team” mindset across operations, dispatch, and field services.

What you’ll do

• Lead, coach, and mentor a team of four customer service reps—daily huddles, side‑by‑sides, QA reviews, and individualized development plans that lift performance and morale.
• Champion culture and collaboration —build rituals that connect customer service with dispatch, scheduling, field techs, and back office; resolve friction and celebrate shared wins.
• Own multi‑channel workflow —optimize queues across phones, SMS, email, and web chat; ensure SLAs are met, and handoffs are smooth.
• Be the calm problem‑solver —jump into complex or escalated cases, think on your feet, and model sound judgment under pressure.
• Improve the customer journey —map pain points, tighten scripts and macros, simplify policies, and partner with operations to eliminate repeat issues.
• Use data to drive outcomes —track handle time, first‑contact resolution, CSAT/NPS, schedule adherence, and contact quality; translate insights into action.
• Hire, onboard, and upskill —interview for service mindset, set clear expectations, and build a training library of playbooks, scenarios, and role‑plays.
• Own daily rhythm —coverage planning, break schedules, real‑time queue management, and quick standups to unblock the day.

What you’ll bring

• Coaching first leadership style with a track record of developing CSR talent and improving customer outcomes.
• Quick, resourceful problem‑solving —able to triage, decide, and communicate clearly in fast‑moving situations.
• Experience in high‑volume contact center or service dispatch ; industry experience helpful but not required —we’ll teach the domain.
• Comfort with multi‑channel platforms (telephony, chat/SMS, email), ticketing/CRM tools, and basic reporting dashboards.
• Empathy, composure, and strong written/verbal communication skills.

Work environment

• Everyone sits together —collaborative, on‑site pod with real‑time support and coaching.
• You’ll manage live queues across phone, text, email, and web chat ; expect a mix of quick solves and deeper troubleshooting.

Benefits & growth

• Competitive pay, performance bonus potential, and avenues to grow into broader operations or customer experience leadership.
• Training on tools, industry basics, safety, and customer service best practices.

Job Tags

Similar Jobs