Customer Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and provide support for the virtual Customer Service Representative (CSR) team, which also functions as the inside sales team.

• Recruit, onboard, and train new CSRs.

• Conduct daily morning huddles, team meetings, and regular one-on-one sessions with direct reports.

• Evaluate and grade calls to ensure adherence to scripts and maintain service quality.

• Monitor sales figures and track key performance indicators (KPIs), generating reports for leadership review.

• Address escalated customer concerns and complaints.

• Manage incoming calls and leads, providing support on the phones as necessary.

• Oversee the use of CRM and software to ensure accuracy and efficiency.

• Handle lead follow-up and responses to inbound inquiries, emails, and text messages.

• Assist in documenting internal processes and procedures.

• Manage team schedules, time-off requests, and weekend coverage.

• Facilitate continuous team training and development.

• Collaborate with leadership to achieve customer service and sales objectives.

• Lead the daily morning meeting for the department, maintaining consistent team communication throughout the day.

⛳️ Requirements

• A minimum of 3 years of prior management or supervisory experience in customer service, inside sales, or a call center environment is required.

• Previous experience managing a remote team is strongly preferred.

• Experience in home services, pest control, roofing, HVAC, plumbing, or a related industry is preferred.

• Must reside in the United States.

• Availability to work from Monday to Friday, 8 a.m. to 5 p.m. EST, with occasional weekend availability as needed.

• Strong coaching and communication abilities, with the capacity to motivate and develop team members.

• Comfortable with data analysis and utilizing insights to guide decisions and enhance team performance.

• High proficiency in CRM systems and office software.

• Must possess clear and professional communication skills in English, ensuring understanding for both customers and team members.

• Highly organized with keen attention to detail and the ability to prioritize tasks in a fast-paced environment.

• Proactive problem-solver capable of working independently and taking ownership of results.

• Customer service-oriented with a sincere commitment to resolving issues professionally.

🏝️ Benefits

• Fully remote work arrangement.

• Continuous team training and development.