Customer Service Department Manager

Customer Service Department Manager

NetVendor is the leading solution for property management professionals seeking to simplify vendor relationships and streamline maintenance operations. Our comprehensive suite of software products empowers clients to ensure vendor compliance, optimize maintenance operations, and facilitate seamless bidding, all with a commitment to professionalism, precision, and trust.
About the Role

The Customer Service Department Manager is responsible for overseeing the daily operations of the customer service team, ensuring high-quality service delivery, and driving customer satisfaction. This role involves managing staff, improving processes, resolving escalated issues, and aligning customer service strategies with overall business goals.
Key Responsibilities

Develop and implement customer service policies, procedures, and standards
Lead, mentor, and manage customer service managers and teams
Monitor team performance using KPIs
Handle escalated customer complaints and ensure timely resolution
Analyze customer feedback and identify areas for improvement
Manage scheduling, staffing levels, and workload distribution
Prepare reports on customer service performance and present insights to leadership
Ensure compliance with company policies and industry regulations
Monitor and improve customer satisfaction metrics
Analyze customer feedback and operational data to identify trends and opportunities
Oversee daily customer service operations across channels (phone, email, chat, etc.)
Collaborate with other departments to improve customer experience
Manage departmental budgets and resource allocation
Implement and optimize CRM systems and customer support tools
Ensure compliance with company standards and regulatory requirements
Handle escalated customer issues and resolve complex complaints
Required Qualifications

Bachelor's degree in Business Administration, Communications, or related field (or equivalent experience)
3–7+ years of customer service experience, with at least 1–2 years in a leadership role
7–10+ years of experience in customer service or customer experience roles
3–5+ years in a leadership or management role
Proven track record of improving customer satisfaction and operational efficiency
Strong leadership, communication, and problem-solving skills
Experience with CRM systems and customer support tools
Ability to handle high-pressure situations and resolve conflicts effectively
Proficiency with AI-powered tools (e.g., for workflow automation, process improvements, etc.)
Key Skills & Competencies

Strategic thinking and decision-making
Customer-focused mindset
Leadership and team development
Data analysis and performance management
Conflict resolution and crisis management
Process improvement and operational excellence
Excellent verbal and written communication skills
Knowledge of customer experience strategies
Highly organized, efficient, and able to work on multiple projects concurrently
NetVendor's Benefits Package

Medical, dental, and vision insurance
HSA, FSA, and DCFSA
Long- and short-term disability insurance
Free basic life insurance
Generous paid time off policy
Paid holidays: 7 per year + 1 floating holiday
Maternity Leave
401(k) with company match
Employee Assistance Program