Customer Service Manager

Overseeing a team of Customer Service Representatives, the full-time remote Customer Service Manager will manage daily operations, handle escalated complaints, and monitor performance metrics while supporting staff development and process improvement initiatives. Key responsibilities Manage, coach, and train customer service staff to meet performance standards and conduct regular call monitoring Handle escalated customer complaints and facilitate communication with clients regarding process improvements Track and report on key performance indicators while collaborating with management to enhance service efficiency Required qualifications Minimum of 2 years of Call Center Customer Service experience College degree or demonstrated professional leadership experience Proficient with MS Office and able to navigate telephony and Computer Information Systems technology Ability to work flexible hours and shifts as needed Demonstrates sound judgment and critical thinking skills