Customer Service Manager

Americas Mailbox
Location: Box Elder, South Dakota
Employment Type: Full-Time, On-Site
Schedule: MondayFriday, 9:00 AM5:00 PM
Compensation: $53,000$60,000 per year, depending on experience

Position Summary
Americas Mailbox is seeking an experienced Customer Service Manager to lead and support our on-site customer service team in Box Elder, South Dakota.
The Customer Service Manager will be responsible for overseeing daily customer service operations, coaching and developing team members, resolving escalated customer concerns, and ensuring a consistently high level of service across phone, email, and in-person interactions.
This position works closely with other departments, including Mailroom, Accounting, Vehicle Registration, and Campground operations, to ensure customer needs are handled efficiently and professionally.

Key Responsibilities
Lead, supervise, and coach the on-site customer service team.
Oversee customer interactions by phone, email, and at the front desk.
Assist customers with mail-forwarding services, vehicle registration, campground-related inquiries, billing, and account questions.
Handle escalated or complex customer concerns and provide effective service recovery when necessary.
Monitor response times, follow-ups, and overall customer service quality.
Train new employees and provide ongoing coaching and performance feedback.
Establish and maintain effective customer service procedures and standards.
Work collaboratively with Mailroom, Accounting, Vehicle Registration, Campground, and other departments.
Identify opportunities to improve processes, efficiency, and the overall customer experience.
Help ensure the customer service department remains organized, responsive, and professional.

Qualifications
The ideal candidate will have:
Previous experience managing or supervising a customer service, front-desk, or office team.
Strong leadership and employee coaching skills.
Experience resolving escalated customer concerns and workplace conflicts.
Excellent written and verbal communication skills.
Strong organizational and time-management abilities.
The ability to manage multiple priorities while meeting deadlines.
Proficiency with email, spreadsheets, and basic office software.
The ability to learn company services and explain them clearly to customers.
Strong interpersonal skills and the ability to work effectively with multiple departments.
A professional, customer-focused approach to problem-solving.
Applicants must be authorized to work in the United States. Americas Mailbox is unable to provide employment visa sponsorship for this position.
This position also requires the ability to perform the physical requirements associated with working at a customer service/front-desk environment, including standing for extended periods when necessary.

Compensation & Benefits
$53,000$60,000 per year, depending on experience
401(k)
Company-paid life insurance
Dental and vision insurance
Employee recognition and incentive programs
Company events and team activities
Opportunities for professional growth and advancement

About Americas Mailbox
Americas Mailbox provides mail-forwarding, vehicle registration, campground, and related services to customers throughout the United States.
Our team is committed to providing dependable, professional, and responsive service while maintaining a positive and collaborative work environment.
Equal Opportunity Employer
Americas Mailbox is an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs without regard to legally protected characteristics.
How to Apply
Qualified candidates are encouraged to submit a resume for consideration. We look forward to hearing from experienced customer service professionals who are interested in leading a team and contributing to an excellent customer experience.