Customer Service Manager (small call center)

Join Year Round Pool (a Pool Troopers Company)!

Are you a seasoned leader with a passion for customer service? Year Round Pool is looking for a dedicated Customer Service Manager to oversee our small call center team. In this role, you will be responsible for ensuring exceptional service delivery, managing team performance, and implementing best practices to enhance customer satisfaction.

As a Customer Service Manager, your responsibilities will include:

• Leading and supervising the call center team to meet service level agreements and Key Performance Indicators (KPIs).
• Training, coaching, and mentoring team members to improve performance and develop skills.
• Provide backup support for customer service calls during periods of high demand or staff shortages.
• Handling escalated customer inquiries and complaints with professionalism and empathy.
• Monitoring and analyzing call center metrics to identify trends and areas for improvement.
• Developing and implementing customer service policies and procedures to enhance the customer experience.
• Collaborating with other departments to align customer service efforts with overall company goals.

If you're ready to take your career to the next level in a supportive environment, we want to hear from you!

Requirements

• Availability to work in-person at our Bluffton, SC location.
• Minimum of 3 years of experience in a customer service management role.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills.
• Proficiency in call center software and Microsoft Office Suite.
• Ability to analyze performance metrics and develop strategies for improvement.
• Exceptional problem-solving skills and a customer-focused mindset.

Benefits

Pay: $55k- $70k/ yr (based on experience)

Benefits:

• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance