Customer Service Manager

Job Summary

The Customer Service Manager provides strategic leadership to the customer service team, ensuring an exceptional guest experience rooted in operational excellence, proactive problem-solving, and high service standards. This role requires substantial independent judgment, critical thinking, and the ability to make timely decisions that directly impact guest satisfaction and property performance. The manager oversees daily operations, coaches team members, and leads continuous improvements in service quality, efficiency, and team capability.

Supervisory Responsibilities

• Recruits, selects, and onboard customer service team members with a strong focus on service excellence.
• Trains, mentors, and develops employees in customer service best practices, critical thinking, and issue-resolution strategies.
• Creates and manages schedules, assigns tasks, and ensures adequate staffing levels for optimal service delivery.
• Approves bi-weekly timecards, manages attendance, and prepares overtime reports.
• Conducts timely, constructive performance evaluations using data-driven assessments.
• Exercises independent judgment when recommending coaching, disciplinary action, or separation in alignment with company policy.

Duties and Responsibilities

• Leads and manages the customer service team, ensuring compliance with company service standards and operational guidelines.
• Builds, coaches, and sustains a high-performing team capable of independent problem-solving and adaptable service delivery.
• Establishes clear expectations, performance standards, and accountability practices.
• Analyzes guest surveys, feedback, and service trends to identify root causes and implement corrective actions.
• Keeps the team updated on changes to products, services, policies, and procedures.
• Utilizes critical thinking to interpret guest concerns, resolve complex issues, and determine when escalation is necessary.
• Collects, analyzes, and reports data on guest complaints, service performance, and team metrics.
• Prepares monthly performance summaries that highlight trends, risks, and strategic recommendations.
• Develops and updates knowledge-based documents, FAQs, and self-help resources to streamline service operations.
• Identifies operational inefficiencies and recommends improvements to leadership.
• Participates in budget planning, contributing insight on staffing, service tools, and resource needs.
• Performs additional duties and special projects as assigned.

Required Skills/Abilities

• Strong leadership and supervisory capabilities.
• Excellent verbal and written communication skills.
• Advanced understanding of customer service principles.
• Highly organized with exceptional attention to detail.
• Proven ability to resolve complex customer issues using independent judgment.
• Strong critical thinking skills with the ability to analyze data and make informed decisions.
• Skilled in coaching, mentoring, and driving continuous improvement.
• Proficient with Microsoft Office and related software tools.

Education and Experience

• Bachelor’s degree preferred.
• Minimum three years of experience in high-level customer service.
• Minimum two years of supervisory or leadership experience.

Physical Requirements

• Prolonged periods working at a desk and on a computer.
• Ability to move throughout the facility during the workday.
• Ability to stand or walk for extended periods.
• Ability to lift up to 50 pounds as needed.