Customer Service Manager

$90,000 - $120,000/Yr

Jarbo - Kansas City, MO

Full-time - Senior

Hybrid - Kansas City, MO

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

The Customer Service Manager will lead strategic initiatives to enhance customer satisfaction and drive results for a respected brand in the Residential Home Services industry. This role involves managing a team of over 50 Customer Service Representatives, focusing on performance metrics, process improvement, and team development to create a meaningful impact in a fast-paced environment.

Responsibilities

• Manage the day-to-day activities and overall performance of the call center.
• Foster an environment of continuous learning through structured training, coaching, and mentorship programs for both on-site and remote CSRs.
• Monitor and improve KPIs such as service levels, revenue generation, and team productivity while aligning with organizational goals.
• Review performance data to identify opportunities and implement new processes that enhance efficiency, customer satisfaction, and revenue growth.
• Identify staffing needs, recruit top talent, and develop employees to their full potential.
• Serve as the escalation point for complex customer concerns, ensuring timely and effective resolutions.

Requirements

• 10+ years of experience in call center operations or an equivalent combination of education and experience.
• 5+ years of proven leadership experience in a call center setting.
• Strong command of call center operations, metrics, and technology (experience with Five9 and Verint preferred).
• Exceptional analytical, project management, and multitasking skills with a focus on meeting deadlines.
• Superior communication and interpersonal skills, with a track record of coaching and developing high-performing teams.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

Nice-to-haves

• Sales leadership experience is a plus.

Benefits

• Competitive salary ranging from $90,000 to $120,000 per year.