Customer Service Manager

This is a fully remote position, open to applicants in South Carolina.

📋 Description

• Oversee a team of Customer Service Representatives in both call center and non-call center settings.

• Prioritize daily operations to achieve exceptional customer service goals.

• Supervise first-line managers who lead customer service representatives.

• Track customer service performance, inquiries, requests, and problem-solving efforts.

• Create and oversee operating systems, policies, procedures, organizational structures, and information flow.

• Ensure that production volume and quality standards are consistently met.

• Formulate team business plans and budgets as required.

• Guarantee adequate staffing levels are maintained.

• Generate management reports detailing department performance and key metrics.

• Approve processes for hiring, training/development, and evaluating staff performance.

• Engage in long-term departmental planning and operational decision-making.

• Contribute to, clarify, or adapt project plans and scheduling requirements.

• Collaborate with management and colleagues across departments to foster cooperation, share technical information, and present project plans and reports.

• Oversee the operations of a significant functional area or department.

• Directly manage both exempt and non-exempt employees.

• Develop operational strategies and align them with broader objectives in partnership with Senior Management.

• Set goals, allocate resources, and meet timelines and objectives.

• Enhance customer loyalty, manage customer expectations, gather feedback, and ensure commitments are fulfilled.

• Design and implement solutions to boost business efficiency.

⛳️ Requirements

• A Bachelor’s degree or an equivalent combination of education and experience.

• 5-7 years of experience in customer service roles.

• 3-5 years of proven management experience in technical title, escrow, or mortgage operations.

• A track record of successfully establishing, leading, and maintaining effective working relationships at the Department Management level.

• Proven ability to design, develop, and execute complex projects within the area of functional expertise.

• Capability to establish and sustain effective working relationships at the Management level across different functional groups and business units.

• Skill in communicating the function’s vision and departmental direction while setting aligned goals.

• Understanding of competitor dynamics, financial landscapes, and industry trends.

• Proficiency in recruiting, retaining, and developing talent, leading change, managing conflicts, and promoting collaboration.

• High level of business acumen, strategic agility, capacity for developing others, and influence to drive change.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401k

• PTO/paid sick leave

• Employee stock purchase plan

• Inclusive workplace culture

• Equal opportunity employment