Client Success Manager | Onsite in Alexandria, VA | Pay: 80k - 85k/yr | 6-month contract-to-hire

Job Description

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer service team. In this role, you will ensure our customers receive the highest level of service and support, acting as the primary point of contact for inquiries and concerns. Collaborating closely with sales and service departments, you will strive to meet customer needs and build strong relationships to ensure satisfaction with our products and services.

Responsibilities

• Lead and manage the customer service team to address all inquiries and concerns promptly and professionally.
• Develop and implement customer service policies and procedures to ensure consistent and high-quality service.
• Collaborate with sales and service departments to meet customer needs and resolve issues.
• Monitor customer satisfaction levels and implement strategies to improve customer retention.
• Provide training and coaching to customer service team members to ensure they possess the skills and knowledge needed for excellent service.

Essential Skills

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Experience in the service or sales industry.
• Experience with customer service software and tools.

Additional Skills & Qualifications

• Bachelor's degree in Business Administration or related field (flexible).
• 5+ years of experience in customer service management in a face-to-face environment.
• Experience with order entry and inside sales.

Work Environment

The role is based in-office for five days a week, Monday through Friday, from 7:30 AM to 4:30 PM. You will manage a team of 10, including 7 Customer Service Representatives and 3 dispatchers, focusing on team KPIs such as calls per hour and booking percentage. The position requires ensuring technicians have their call logs filled before leaving each day, and if the team lacks work for the next day, outbound activities to fill the schedule will be necessary. This is a backfill position for someone who was unable to hold the team accountable to attendance and performance metrics.