We're looking for a Customer Service Manager to join our team in Salt Lake City, Utah. In this role, you'll lead a dynamic customer service team, drive operational excellence, and ensure every customer interaction reflects our commitment to exceptional service. As a Customer Service Manager, you'll combine strong leadership capabilities with a genuine passion for customer satisfaction, fostering a supportive environment where your team can thrive while consistently exceeding customer expectations.
- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standards
- Develop and implement customer service strategies that enhance customer satisfaction and loyalty across all touchpoints
- Monitor and analyze key performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify improvement opportunities
- Conduct regular performance reviews, provide constructive feedback, and create professional development plans for team members
- Handle escalated customer issues with empathy and decisiveness, ensuring swift and satisfactory resolutions
- Oversee the onboarding and training of new customer service staff, ensuring they are equipped with the knowledge and skills needed to succeed
- Collaborate with other departments to streamline processes, improve customer experience, and address systemic issues
- Customize and optimize customer service workflows and procedures to enhance efficiency and effectiveness
- Maintain detailed records of customer interactions, complaints, and resolutions to identify trends and areas for improvement
- Foster a positive team culture that emphasizes collaboration, continuous learning, and customer-focused values
- 3+ years of professional experience in customer service roles
- 2+ years of supervisory or management experience leading customer service teams
- Proven expertise in customer service operations and best practices
- Strong interpersonal and communication skills, with the ability to connect with diverse customer bases and team members
- Excellent problem-solving and conflict resolution abilities
- Proficiency with customer relationship management (CRM) software and related customer service tools
- Demonstrated ability to analyze data and use insights to drive performance improvements
- Strong organizational and time management skills with the ability to prioritize multiple tasks
- Experience training and developing customer service staff
- Knowledge of multi-channel customer support (phone, email, chat, social media)
- Preferred: Experience with quality assurance programs and process improvement initiatives
- Preferred: Customer service certification or relevant professional training
Kanz is an equal opportunity employer committed to building a diverse and inclusive team. We encourage applications from candidates of all backgrounds, particularly those from underrepresented groups in technology.
