Description Robert Half is seeking a highly motivated and experienced Customer Service Manager to lead and oversee our customer service team. The ideal candidate will have strong leadership skills, a deep understanding of customer service best practices, and the ability to enhance the customer experience through team development and process improvements. This role will be responsible for managing customer service operations, improving team performance, and ensuring customer satisfaction is maintained at the highest level.Key Responsibilities:
Lead and Manage the Customer Service Team: Supervise, train, and develop customer service representatives, ensuring effective performance and growth.
Enhance Customer Experience: Ensure customers receive prompt, efficient, and professional service by maintaining high-quality standards and resolving issues in a timely manner.
Monitor Team Performance: Track and analyze customer service metrics (e.g., response time, resolution time, customer satisfaction scores) and implement strategies for continuous improvement.
Handle Escalated Issues: Serve as a point of contact for handling complex or escalated customer complaints or issues, ensuring resolution with a focus on customer retention.
Implement Best Practices: Identify opportunities to streamline processes, improve customer service workflows, and introduce new tools or technologies to improve team efficiency.
Develop and Maintain Training Programs: Create and implement training programs for customer service representatives to enhance their skills and knowledge of company products, policies, and customer service techniques.
Foster a Positive Team Environment: Encourage a collaborative and positive work environment, promoting team morale and high performance.
Report to Senior Management: Regularly report on team performance, customer satisfaction trends, and operational challenges to senior management, and propose solutions.
Stay Up to Date: Keep abreast of customer service trends, emerging technologies, and best practices to drive continuous improvement and innovation within the team.
Requirements
Qualifications:
Minimum of 3-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
Strong understanding of customer service principles and experience in applying them in a management setting.
Excellent communication, interpersonal, and problem-solving skills.
Proven track record of improving customer satisfaction and team performance.
Strong leadership and team development abilities, with a focus on fostering collaboration and accountability.
Proficient in CRM software and customer service platforms
Ability to handle complex situations with empathy and professionalism, ensuring customer satisfaction.
Experience in managing teams in a call center environment.
Experience with data analysis and reporting tools (e.g., Excel, Power BI)
TalentMatch®
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .