Customer Service Manager

Job Description

Job Description

Customer Service ManagerClient Experience | Team Leadership | Performance CoachingLocation: Pullman, WAPosition: Full-timeCherie Amour is seeking a hands-on Customer Service Manager to lead our Client Experience team while driving performance, coaching talent, and creating exceptional client experiences.This is not a traditional customer service management role. You will lead from the front, working alongside your team, developing high-performing professionals, improving processes, and ensuring every client interaction reflects the quality of the Cherie Amour brand.We're looking for someone who can coach with confidence, lead with empathy, and create a culture of accountability, growth, and results.What You'll OwnTeam Leadership & PerformanceLead, coach, and develop the Client Experience team through daily mentorship, feedback, and accountability.Work alongside the team by actively handling client conversations and setting the standard for service excellence.Establish team goals, KPIs, and performance expectations while monitoring results and driving continuous improvement.Conduct regular coaching sessions focused on communication, professionalism, client experience, and conversion performance.Foster a positive, high-energy culture built on teamwork, ownership, and continuous development.Client Experience & Booking SuccessEnsure every client receives an elevated, personalized experience from their first interaction through booking.Guide prospective clients with confidence, professionalism, and empathy while helping convert inquiries into scheduled sessions.Handle escalated client situations with sound judgment, professionalism, and solution-focused communication.Maintain consistency in client messaging, service standards, and overall brand experience.Training & DevelopmentDevelop onboarding, coaching, and ongoing training that strengthens communication, confidence, and customer service skills.Mentor team members in client psychology, relationship-building, objection handling, and effective communication.Create an environment where team members continuously improve through coaching, practice, and constructive feedback.Identify future leaders within the department and support their professional growth.Operations & Process ImprovementMonitor department workflows and identify opportunities to improve efficiency and the overall client experience.Collaborate with leadership to implement new processes, improve communication, and increase operational effectiveness.Ensure departmental policies, procedures, and service standards are consistently followed.Use performance data and client feedback to recommend improvements and measure success.This Role Is a Strong Fit If YouEnjoy coaching others and helping people reach their full potential.Lead by example and naturally build trust and accountability within a team.Balance empathy with high expectations and performance standards.Communicate confidently and professionally in both written and verbal interactions.Stay calm under pressure and approach challenges with a solution-oriented mindset.Thrive in a fast-paced environment where every client interaction matters.Take ownership of team performance and enjoy improving both people and processes.Requirements3+ years of customer service, client experience, or hospitality leadership experience.Previous experience managing, coaching, and developing a customer-facing team.Strong communication and interpersonal skills with the ability to coach effectively.Experience handling escalated client situations with professionalism and sound judgment.Demonstrated ability to improve team performance through accountability and development.Strong organizational, time management, and problem-solving skills.Comfortable working with KPIs, performance metrics, and continuous improvement initiatives.Proficiency with CRM systems and customer communication platforms is preferred.Preferred ExperienceExperience in luxury, hospitality, retail, wellness, or other service-focused industries.Background in appointment-based businesses or high-volume client communication.Experience with sales coaching, conversion improvement, or client retention strategies.Passion for mentoring and developing young professionals.Compensation & BenefitsCompetitive salary (based on experience)Performance -based bonusesMedical, dental, vision, life, LTD, and 401(k)Paid vacation and sick leaveOngoing leadership training and professional developmentOpportunity to build and lead a high-performing Client Experience teamAbout Cherie AmourCherie Amour creates high-end, confidence-focused photography experiences. Our clients invest in more than images-they invest in an experience that helps them reconnect with confidence and a stronger sense of self.Our Client Experience team plays a vital role in that journey, creating meaningful first impressions, building lasting relationships, and helping clients take the first step toward an unforgettable experience.To ApplySubmit your resume along with a brief introduction telling us why you're excited about leading a high-performing Client Experience team.

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