Customer Service - Call Center Manager

Are you passionate about delivering exceptional customer experiences and leading teams to new heights? At FLEET Response we believe that outstanding customer service is the heart of our success. We're seeking a dedicated and experienced Customer Service / Call Center Manager to join our growing team and help us continue to set the standard for excellence in customer care.

We're in the people business, not just in the restoration and reconstruction business. You can expect everyone you encounter from FLEET Response to treat you with the personal respect and empathy you deserve. How well we care matters as much as what we do.

At FLEET Response you'll find not just a job, but a career with purpose and growth. If you're looking for a place where your contributions are valued, your career is supported, and your work makes a difference, we would love to have you on our team.

Job Overview:

The ideal candidate will have a strong background in managing customer service call center operations, developing strategies to improve service quality, and fostering a positive team environment. This role requires exceptional communication skills, problem-solving abilities, and a commitment to delivering excellent service.

Essential Functions and Responsibilities:

• Team Leadership: Manage and mentor a team of customer service representatives, providing guidance, support, and training to ensure high performance and adherence to company standards.
• Customer Experience: Develop and implement strategies to improve customer satisfaction, address customer concerns, and enhance the overall customer experience.
• Process Improvement: Identify opportunities for process improvements and implement best practices to increase efficiency and effectiveness within the customer service department.
• Performance Management: Monitor team performance through key metrics and KPIs, provide regular feedback, and conduct performance reviews to support professional development and growth.
• Issue Resolution: Handle escalated customer complaints and complex issues with professionalism and efficiency, ensuring timely resolution and customer satisfaction.
• Reporting & Analysis: Analyze customer service data and trends to generate reports and provide insights to senior management for strategic decision-making.
• Training & Development: Develop and deliver training programs to ensure the team is knowledgeable about products, services, and customer service techniques.
• Cross-Functional Collaboration: Work closely with other departments (e.g., Sales, Marketing, Product Development) to address customer feedback and ensure a seamless customer experience.
• Call center management: Planning, scheduling, and ensuring service level performance.

Qualifications:

• Proven experience as a Customer Service Manager running a small to medium size virtual call center or in a similar role, with a strong track record of managing and developing teams.
• Exceptional communication and interpersonal skills, with a proven ability to resolve conflicts and foster positive relationships with both customers and team members.
• Advanced problem-solving skills with a demonstrated ability to handle complex customer service scenarios effectively.
• Proficiency with call center software and CRM systems.
• Strong analytical skills with experience in data analysis, reporting, and making informed decisions based on metrics.
• Superior organizational skills with the ability to manage multiple priorities and tasks in a dynamic work environment.
• Bachelor's degree in business administration, Management, or a related field (preferred).
• A minimum of 5 years of experience in a managerial role within a call center, demonstrating a strong track record of team leadership and operational management.

Salary: $90,000- $100,000

Benefits:

• Medical, Dental, Vision, & Life Insurance
• 401k with up to 4% company match
• Unlimited PTO
• Company paid holidays.
• Company paid sick time.
• Weekly pay

Work Location:

• In person at various FLEET Response local branches