Customer Service Manager
On-site · Rolling Meadows, Illinois, United States
Job Summary
Looking for a Customer Service Manager to lead and grow the Customer Service team, ensuring a world-class customer experience. Responsibilities include developing staff, overseeing case management, optimizing tools/workflows, managing Parts and Shipping functions, leading process improvements, presenting performance reports, and collaborating with various departments. Qualifications include a minimum of 5 years in a Contact Center management role, a Bachelor's degree in a relevant field, and strong leadership and organizational skills.
Required Qualifications
- Minimum 5 years managing in a Contact Center environment
- Bachelor's degree in Business, Communications, or related field, or equivalent experience
- Proven ability to lead a customer service team fostering a positive, collaborative, performance-driven environment
- Strong project management skills with experience implementing new systems and workflows
Desired Qualifications
- Proficiency with CRM and phone systems (Salesforce, Dialpad, or similar)
- Strong analytical skills with ability to generate, interpret, and present data-driven reports
- Experience leading process improvements and cross-functional projects
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