Customer Service Manager

$75,000 - $85,000/Yr

Alleviate Financial Solutions - Irvine, CA

Full-time - Mid Level

Irvine, CA

251-500 employees

Professional, Scientific, and Technical Services

About the position

The Customer Service Manager at Alleviate Financial Solutions is responsible for leading a team focused on enhancing customer experiences and driving team success. This role emphasizes empathy and relationship-building, ensuring that both customer and team member needs are prioritized. The manager will oversee Client Success Supervisors and Associates, monitor performance metrics, and implement strategies to improve service delivery in a fast-paced call center environment.

Responsibilities

• Oversee Client Success Supervisors and Associates.
• Coach Client Success Associates to achieve goals and set expectations.
• Monitor daily and monthly performance of individual associates and the overall department.
• Manage the Client Success Call Center including staffing, scheduling, coaching, and performance management.
• Reinforce policies and procedures.
• Meet daily, weekly, and monthly deliverables.
• Interview and make hiring decisions for new Client Success employees.
• Provide support and coaching to new hires on product knowledge and policies.
• Generate and maintain EOD/EOM reports and various reporting expectations.
• Manage performance of Client Success Associates including attendance and productivity.
• Resolve client challenges and address escalated concerns.
• Communicate company and job-related information to department staff.
• Keep the Senior Manager of Client Success informed of department performance and staffing needs.
• Promote collaboration internally and externally to resolve client issues.
• Develop Client Success Supervisors on day-to-day deliverables.
• Ensure client files are handled with attention to detail.
• Collaborate with internal and external leadership to reinforce SOPs.
• Cultivate a supportive culture and improve employee experience.
• Recognize employees' productivity and performance.
• Handle disciplinary actions and provide performance improvement resources.
• Assist the Retention & Escalations department with escalated needs.
• Seek and implement new initiatives for departmental efficiency.

Requirements

• Minimum of two years of leadership experience in a call center environment or customer-focused team.
• At least five years of experience in a call center environment.
• Strong understanding of call center and customer service metrics.
• Experience with cloud phone systems and CRM software.
• Excellent problem-solving skills.
• Strong time management and multitasking abilities.
• Ability to coach, train, and motivate employees.

Nice-to-haves

• Experience in a fast-paced growing environment.
• Strong interpersonal skills.

Benefits

• Health, dental, and vision benefits available after 30 days of employment.
• Legal services and disability insurance.
• Employee Assistance Program.
• 80 hours of PTO and 40 hours of sick pay.
• 2 Health & Wellness Days.
• Paid holidays.
• 401(k) plan available from day 1 of employment.