Customer service Manager

Customer Service ManagerWe're looking for a Customer Service Manager to join our team in Salt Lake City, Utah. In this role, you'll lead a dynamic customer service team, drive operational excellence, and ensure every customer interaction reflects our commitment to exceptional service. As a Customer Service Manager, you'll combine strong leadership capabilities with a genuine passion for customer satisfaction, fostering a supportive environment where your team can thrive while consistently exceeding customer expectations.Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standardsDevelop and implement customer service strategies that enhance customer satisfaction and loyalty across all touchpointsMonitor and analyze key performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify improvement opportunitiesConduct regular performance reviews, provide constructive feedback, and create professional development plans for team membersHandle escalated customer issues with empathy and decisiveness, ensuring swift and satisfactory resolutionsOversee the onboarding and training of new customer service staff, ensuring they are equipped with the knowledge and skills needed to succeedCollaborate with other departments to streamline processes, improve customer experience, and address systemic issuesCustomize and optimize customer service workflows and procedures to enhance efficiency and effectivenessMaintain detailed records of customer interactions, complaints, and resolutions to identify trends and areas for improvementFoster a positive team culture that emphasizes collaboration, continuous learning, and customer-focused valuesQualifications3+ years of professional experience in customer service roles2+ years of supervisory or management experience leading customer service teamsProven expertise in customer service operations and best practicesStrong interpersonal and communication skills, with the ability to connect with diverse customer bases and team membersExcellent problem-solving and conflict resolution abilitiesProficiency with customer relationship management (CRM) software and related customer service toolsDemonstrated ability to analyze data and use insights to drive performance improvementsStrong organizational and time management skills with the ability to prioritize multiple tasksExperience training and developing customer service staffKnowledge of multi-channel customer support (phone, email, chat, social media)Preferred: Experience with quality assurance programs and process improvement initiativesPreferred: Customer service certification or relevant professional trainingAdditional InformationKanz is an equal opportunity employer committed to building a diverse and inclusive team. We encourage applications from candidates of all backgrounds, particularly those from underrepresented groups in technology.