Customer Service Manager

Overview:
Corporate Tools in Post Falls, Idaho is searching for an experienced and successful Customer Service Manager. This position is key to the support and development of our front line coaches in a contact center environment. You will also be responsible for hiring, strategy, training, performance, quality, employee satisfaction, and accountability process for all inbound customer service groups (Phone/Email/Chat). As a Customer Service Manager, you will focus on people and process improvements, team building, collaboration, coaching, accountability, and recognition while you build and support our team of customer service experts. This position is coded as “Hybrid” which means occasional remote work is available, however, this role will be expected to work in our Post Falls, Idaho office 2-3 days/week.

Wage:
$90,000/year

Benefits:
100% employer-paid medical, dental and vision for employees

Annual cost of living increase

Annual review with raise option

22 days Paid Time Off

After 3 years, PTO increases to 29 days. Employees transition to flexible time off after 5 years with the company—not accrued, not capped, take time off when you want.

Paid Maternity and Paternity Leave

4% company matching 401(k) with no vesting period

Quarterly "Work Wherever" allowance

Use to make your remote work wherever set up more comfortable, for continuing education classes, a plant for your desk, coffee for your coworker, a massage for yourself… really, whatever.

Creative environment where you can make a difference

No dumb benefits like free dog walking on the weekends that snobby hipster places have to make you feel cool, but mathematically won't cost the company much money because you won't use it.

Trail Mix Bar – oh yeah.

Responsibilities:
Training, motivating, guiding and inspiring a team of Customer Service coaches

Ability to learn and adapt to an autonomy driven, employee focused company culture

Ability to communicate a vision that ensures that culture is built into the fiber of our team as we rapidly grow

Expert at identifying candidate strengths and risks during the hiring process

Communicate and support new process and product roll outs and changes

Balance organization/business focus with culture/people focus

Collaborate across all departments to identify and improve communication and processes

Evaluate the effectiveness of coaching, quality, recognition, collaboration, and accountability approach

Provide guidance to employees and coaches on their personal and professional development

Responsible for all aspects of staffing including time off, productivity, efficiency, and schedule adjustments for 150+ person multi-channel customer service team

Requirements:
5+ years of experience as a leader managing large teams in service delivery environment

2+ years of developing leaders

Thoughtful and intelligent with sound business aptitude, demonstrated leadership success, and a natural ability to build a strong and self-supporting team

Proven track record of success in people first customer service environments

Courage to tactfully challenge existing process and/or direction to support employees and/or the business

Ability to build trust, train, motivate and develop employees, including existing leaders

Develop, implement, and maintain process improvements through growth and change

Acts with integrity, demonstrating honesty, transparency, positivity, and trust

Great attitude, fun to be around, constantly seeking to improve

Adaptable and willing to flex with changes, promote positive change management, and help drive company initiatives

A high threshold for navigating ambiguity and building effective solutions that scale

Customer Service Manager

Post Falls, ID

Recommended Skills

• Leadership
• Customer service