Manager of Customer Service

Req ID: 493545


Welcome to Love's! Our Customer Service team is seeking a people-first leader. The Manager of Customer Service is responsible for leading the day-to-day Customer Service operations while delivering a strong customer experience and achieving business results. This role leads supervisors and a team of 50+ employees, with responsibilities including hiring, performance management, engagement, development, and recognition. This is a 24/7 leadership position requiring flexibility to support all shifts and meet the needs of the business.

Job Functions:

• People Leader First - Builds trust, engages employees, and genuinely cares about people while creating an environment where employees want to perform, grow, and stay.
• Develops Leaders & Talent - Coaches and mentors supervisors, identifies potential, and intentionally develops future leaders and employees.
• Drives Accountability & Results - Sets clear expectations, addresses performance consistently and fairly, uses data to identify opportunities, and takes action to achieve business and customer service goals.
• Leads the Operation - Understands and manages the daily Customer Service operation, including staffing, scheduling, call flow, service levels, workload forecasting, capacity planning, and outbound activities.
• Communicates & Listens - Communicates clearly, keeps employees informed, and actively seeks to understand different perspectives.
• Improves the Business - Analyzes processes, identifies opportunities to improve efficiency and the customer experience, and partners with other leaders to ensure alignment.
• Leads Through Change - Embraces technology, AI, process improvements, and new solutions while helping employees understand and adapt to change.
• Takes Ownership - Solves problems, makes sound decisions, prioritizes competing objectives, and follows through without constant direction.
• Builds Strong Teams - Evaluates training and quality needs, supports employee development, ensures role expectations are met, and partners with Training and other support teams to improve performance.
• Thinks Beyond the Contact Center - Understands how people, customer experience, cost, technology, and performance connect to the broader Love's business.
• Uses Data to Drive Decisions - Reviews performance trends, creates action plans, and uses findings to develop accurate reports, presentations, and recommendations for leadership.

Experience and Qualifications:

• High school diploma required
• Bachelor's degree preferred
• 5+ years of Contact Center or Customer Service experience.
• 5+ years of experience managing large Customer Service teams

Skills:

• Strong people leadership, coaching, and relationship-building skills.
• Excellent communication, listening, and interpersonal skills.
• Strong accountability and performance management skills.
• Analytical and creative problem-solving abilities.
• Ability to think outside the box, make sound decisions, and take ownership.
• Strong customer service and business orientation.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Comfortable with technology, AI, and continuous improvement.
• Ability to communicate ideas effectively in both business and technical terms.
• Working knowledge of Microsoft Office and standard business systems.

Physical Demands:

• Requires prolonged sitting, some bending and stooping.
• Occasional lifting to 25 pounds.
• Manual dexterity sufficient to operate a computer keyboard and calculator.

Our Culture:


Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.

Love's is an Equal Opportunity Employer. Veterans encouraged to apply.