Customer Service Manager

$41,600 - $62,400/Yr

Sp Plus - Buffalo, NY

Full-time - Mid Level

Buffalo, NY

Personal and Laundry Services

About the position

The Customer Service Manager at SP Plus Corporation is responsible for ensuring excellence in customer service across all operations. This role involves managing customer correspondence, conducting training, organizing safety meetings, and supporting special events, all while maintaining a professional and efficient work environment.

Responsibilities

• Be a role model for customer service excellence for staff, clients, and customers.
• Manage customer correspondence for location-specific website and email platforms.
• Manage platforms for tracking customer concerns for all operations.
• Conduct onsite training including new hire orientation, customer service, remedial, and task safety.
• Organize and conduct monthly safety meetings and initiatives.
• Compose, edit, and/or type business correspondence and basic business documents.
• Develop PowerPoint presentations and training resource materials.
• Coordinate meeting room reservations for group/training meetings.
• Maintain correspondence files and other electronic filing and/or hard copy filing.
• Collect support documents for employee files and provide to HR for processing.
• Provide monthly/annual reports for training and customer service levels.
• Organize and support planning for special events, such as employee appreciation.
• Work directly with leadership on special projects, tracking, and/or other required programs.

Requirements

• Minimum high-school diploma or equivalent; bachelor's degree preferred.
• Minimum of three years of experience, preferably in a customer service or operations role.
• Excellent verbal and written communication skills; excellent grammar and spelling skills required.
• Strong time management and organizational skills (multi-tasking, prioritization, deadline orientation).
• Strong analytical and interpersonal communication skills.
• Self-starter who can prioritize, problem solve, multi-task, delegate, lead, and motivate with minimal supervision.
• Reliable and punctual, flexible, well organized, diplomatic, and able to manage a heavy workload.
• Excellent typing skills (speed and accuracy); preferably at least 40 WPM.
• Proficiency using Microsoft Office Suite (Word, Excel, PowerPoint); Google Mail, Calendars, and Docs.
• Prior experience working with any type of database (e.g., AS400) is beneficial.

Nice-to-haves

• Experience in a managerial role within customer service or operations.
• Familiarity with modern office practices and procedures.

Benefits

• Equal opportunity employer committed to diversity and inclusion in hiring and promotion.