Job description

Customer Support Manager

At Caldwell & Gregory, our mission is to provide unparalleled customer care through superior service. We hire team members who genuinely desire to serve our customers and one another.

We are a fast-growing company that provides top-quality service to customers across multiple states. We are seeking a Customer Support Manager to oversee our Richmond-based team of customer service agents, and bring structure and process to our Customer Support team that will both maintain the elements of our culture that have brought us success up to this point, while positioning our organization for continued rapid growth.

Job Summary:

The Customer Support Manager will play a critical role in ensuring that our clients receive exceptional service and support, and that their interactions with our company greatly exceed industry standards. In addition to being a dynamic leader with a passion for delivering outstanding customer service, this position requires experience in managing and developing team members.

Job duties:

· Managing our team of customer service representatives

- Setting and monitoring performance targets for the team

- Creating and implementing training programs for new and existing staff

· Ensuring that all customer queries are handled efficiently and professionally

· Resolving complex customer issues and complaints

· Developing and implementing processes and procedures to improve the customer experience

· Monitoring call volume and queue times to ensure optimal staffing levels

· Analyzing data to identify trends and areas for improvement

· Collaborating with other departments to improve cross-functional processes

· Conducting performance evaluations and providing feedback to staff

· Preparing reports for upper management on team performance and customer satisfaction

· Developing and managing budgets for the call center

· Implementing and managing call center software and tools

· Additional duties as required.

The Customer Support Manager is a critical position within our organization, as you will play a key role in ensuring that our customers receive excellent service and support. Ultimately, the success of our customer service operations relies heavily on the leadership and expertise of the Customer Support Manager.

Qualifications:

· At least 5 years of experience managing, developing, and leading team members in a customer service setting.

· Call center management experience strongly preferred, including technical proficiency with call center management software & tools

· Excellent communication and negotiation skills.

· Strong analytical and problem-solving skills.

· Ability to manage multiple priorities simultaneously.

· Strong organizational and project management skills.

· Proficiency in Microsoft Office.

· Bachelor's degree preferred.

Benefits:

· Paid time off

· Excellent health insurance benefits

· Company-paid disability coverage

· Competitive 401(k) employer matching contribution

Classification:

Exempt position, typical workweek consists of Monday – Friday, occasional non-standard hours.

Job Type: Full-time

Pay: $58,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Manakin Sabot, VA 23103: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Microsoft Office: 5 years (Preferred)

Work Location: In person

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