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.
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.
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
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