Customer Service Manager

Job title :: Customer Service Manager

Pay Rate :: $25-$27 per hour

Location :: Remote

Duration :: 8+ Months Contract (Possible Extension / FTE)

Shift :: 40 Hours/Week

Key Responsibilities:

• Participate in interviewing and hiring processes, ensuring effective onboarding of new employees.
• Plan, assign, and oversee daily tasks of team members, aligning work with organizational priorities.
• Conduct regular one-on-one meetings, providing performance feedback, coaching, and mentoring.
• Set performance goals, conduct mid-year and annual performance appraisals, and recognize outstanding performance.
• Communicate and enforce agency policies and procedures, applying corrective actions as necessary.
• Collaborate with leadership and HR to resolve complaints and address performance issues.

Skills Required:

• Strong verbal, written, and interpersonal communication skills.
• Excellent customer service acumen and project management skills.
• Ability to manage multiple projects and work in high-pressure situations.
• Proficient in Microsoft Office, Google Workspace, and various agency databases.

Skills Preferred:

• Knowledge of customer service best practices and basic accounting principles.
• Familiarity with production indicators for customer experience solutions.
• Understanding of call center operations and phone etiquette.

Experience Required:

• Minimum of five years in customer service, legal, financial, tax, or related fields.

Experience Preferred:

• Previous experience in call center management or team supervision.

Education Required:

• Relevant combination of education, training, and work experience.

Education Preferred:

• Bachelor’s degree in Business or a related field.