Customer Service Manager

CS Manager (Customer Service Assistant Mgr.) – Hybrid (WI-Madison) R0058426 About the Role: As a CS Manager (Customer Service Assistant Mgr.), you will lead a dynamic team of entry‑level professionals dedicated to delivering outstanding customer service. This role involves guiding team members to ensure they meet performance goals, resolve customer issues, and provide exceptional service. Your leadership will foster a positive work environment and contribute to customer satisfaction and loyalty, making a significant impact on our company’s success. Hybrid Eight days a month, we come together in the closest office (WI‑Madison) within 50 miles to experience the value of connecting with colleagues. You will report to the Customer Service Manager and work under the leadership of the Vice President II, General Management. Shift Hours 8:30am-5pm CT | Required every Tuesday and Wednesday onsite Required Legal Status Must be legally authorized to work in the United States without employer sponsorship, now or in the future. Skills Leadership: Ability to guide and motivate a team. Communication: Clear and effective verbal and written communication. Problem Solving: Aptitude for resolving customer and team issues efficiently. Time Management: Ability to manage multiple tasks and priorities. Customer Service Tools: Familiarity with customer relationship management (CRM) software. Performance Monitoring: Techniques for tracking and measuring team performance. Coaching: Methods to develop team skills and improve performance. Conflict Resolution: Skills for managing and resolving conflicts within the team. Responsibilities Supervise day-to-day activities of the customer service team. Ensure team adheres to performance metrics and customer service standards. Conduct regular team meetings to communicate updates and address concerns. Assist team members in resolving escalated customer issues. Monitor and evaluate individual and team performance. Provide ongoing coaching and development for team members. Manage team schedules to ensure adequate coverage. Collaborate with other departments for process improvements. Prepare and present daily/weekly performance reports. Maintain a positive and motivating work environment. Compensation $60,700.00 - $106,000.00 USD. This role is eligible for Bonus. Benefits Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request. Equal Employment Opportunity EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affi­cative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. #J-18808-Ljbffr