Customer Service Manager (small call center)

Join Year Round Pool (a Pool Troopers Company)!

Are you a seasoned leader with a passion for customer service? Year Round Pool is looking for a dedicated Customer Service Manager to oversee our small call center team. In this role, you will be responsible for ensuring exceptional service delivery, managing team performance, and implementing best practices to enhance customer satisfaction.

As a Customer Service Manager, your responsibilities will include:

• Leading and supervising the call center team to meet service level agreements and Key Performance Indicators (KPIs).
• Training, coaching, and mentoring team members to improve performance and develop skills.
• Provide backup support for customer service calls during periods of high demand or staff shortages.
• Handling escalated customer inquiries and complaints with professionalism and empathy.
• Monitoring and analyzing call center metrics to...