Customer Service Manager

Job Description

Job Description

Customer Service Manager - $50,000 $65,000 / Annually – hybrid NJ, CT

Financial Leasing Company

Job Summary

The Customer Service Manager leads and supports the customer service team to ensure a high‑quality customer experience across all stages of the leasing lifecycle. This role is responsible for overseeing daily operations, managing staff performance, resolving escalated issues, and continuously improving customer service processes within a financial services environment.

Key Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives to ensure consistent, high‑quality service
• Oversee daily customer service operations, including phone, email, text, and customer portal support
• Serve as the escalation point for complex or sensitive customer issues and ensure timely resolution
• Monitor service levels, response times, and customer trends to identify improvement opportunities
• Collaborate with internal departments (Credit, Accounting, Collections, Operations, and Funding) to support customer and account servicing needs
• Ensure accurate documentation of customer interactions and adherence to company policies and procedures
• Assist with training, onboarding, and ongoing development of customer service staff
• Support the implementation and maintenance of customer‑facing systems and portals
• Participate in process improvement initiatives to enhance efficiency, compliance, and customer satisfaction
• Perform other related duties as assigned

Required Skills & Abilities

• Strong leadership and people‑management skills with the ability to motivate and develop a service‑oriented team
• Excellent verbal and written communication skills, including conflict resolution and active listening
• Proven ability to manage escalations and resolve customer concerns in a professional and diplomatic manner
• Strong organizational, analytical, and problem‑solving skills
• Proficiency in Microsoft Excel and general business systems; ability to learn leasing and servicing platforms quickly
• Ability to manage multiple priorities in a fast‑paced financial services environment

Education & Experience

• Associate’s or Bachelor’s degree in Business, Accounting, Finance, or a related field preferred
• Minimum of five (5) years of customer service experience, including at least two (2) years in a supervisory or management role
• Prior experience in leasing, finance, or financial services strongly preferred