Customer Service Manager

San Diego, California | Full-Time

Our company is searching for a motivated and experienced customer experience manager, CSM. Your goal will be to provide an outstanding customer experience by maintaining effective customer service procedures and setting customer satisfaction goals.

To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills. You will be reporting directly to the Director of Customer Experience

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Customer Service Manager Duties and Responsibilities

  • Recruit, hire and train new customer service agents
  • Generate retention by training agents in value selling
  • Research strategies to further improve the customer experience
  • Distribute agent and representative work
  • Implement production, productivity, quality, and customer-service standards
  • Evaluate agent and representative performance

Customer Service Manager Qualifications

  • Able to analyze data and statistics and translate results into better solutions
  • Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
  • Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
  • Able to multitask, prioritize, and manage time efficiently
  • Encouraging to team and staff; able to mentor and lead
  • Self-motivated and self-directed
  • Comfortable in both a leadership and team-player role
  • Creative problem solver who thrives when presented with a challenge
  • Focused on customer service
  • High school degree or equivalent; Bachelor's degree in business administration, business, or related field preferred
  • Previous experience in customer support, client services, sales, or a related field
  • Excellent at communicating over the phone and handling phone systems
  • Excellent time management and prioritization skills
  • Customer-focused for a positive customer experience and resolution