Customer Service Manager In Training

About Church Hill Classics

At Church Hill Classics, we’ve proudly handcrafted over two million custom diploma frames, certificate frames, varsity letter frames, and award frames since 1991. Based in Monroe, CT, our female‑owned company remains a U.S. leader in premium custom framing—trusted by over 1,500 colleges and universities, honor societies, the U.S. Military, and professional associations.
The Role

We are looking for a technologically savvy, solutions‑oriented Customer Service Manager‑in‑Training to initially learn our systems and then transition into leading and elevating our customer service operations. This is an opportunity for an experienced Customer Service lead/trainer to invest in the next level of leadership and make a meaningful impact on how we serve customers, support employees, and improve business operations across the organization.
After successfully completing the Manager‑in‑Training Path, you will lead a team of Customer Service Representatives while helping drive operational efficiency through system enhancements, AI‑supported tools, training development, and cross‑functional collaboration. If you thrive in a fast‑paced environment, enjoy solving problems, and are energized by improving both people and processes, we’d love to discuss this opportunity more with you.
What You’ll Do

Complete 12 weeks of training and acclimation into leadership responsibilities
Phase 1

Immersion into and mastery of the Church Hill Classics Customer Service Representative role
Phase 2

Track KPIs and become an expert in Church Hill Classics systems and procedures
Phase 3

Identify opportunities to streamline and improve process
Phase 4

Take the lead in coaching the team
Assist in Leading & Developing the Team

Assist in the management of day‑to‑day operations of the Customer Service department, ensuring excellent service across phone, email, chat, and internal support channels.
Coach, mentor, and develop Customer Service Representatives to support performance, engagement, and professional growth.
Monitor workloads, response times, and service quality to ensure team and departmental goals are achieved.
Participate in hiring, onboarding, performance management, employee development, and employee relations activities.
Help Drive Process & Technology Improvements

Identify opportunities to improve workflows, systems, procedures, and customer experience.
Partner cross‑functionally to design and implement technical and operational solutions that improve efficiency and service delivery.
Help optimize and maintain AI‑driven customer chat tools, ensuring content remains accurate, effective, and aligned with company standards.
Maintain awareness of website and system performance issues and elevate concerns appropriately.
Support Operational Excellence

Analyze customer service trends, defects, and product concerns and communicate findings to key stakeholders.
Assist the customer Service Manager by acting as an additional escalation point for complex or high‑impact customer issues.
Develop and maintain training materials, scripts, knowledge resources, and standard operating procedures (SOPs).
Support continuous improvement initiatives that strengthen department performance and customer satisfaction.
Why Join Us

Because we’re more than just a manufacturer—we’re storytellers of achievement, innovators of design, and dedicated to delivering craftsmanship that celebrates life's milestones. As part of the Church Hill Classics team you will be part of a brand recognized for excellence and quality, and you will be an active participant in contributing to the growth and success of a company that values precision, creativity, and collaboration.
We also offer fantastic benefits

Company Paid Time Off and Sick Time
Medical, Dental, and Vision Insurance
Flexible Spending and Dependent Care Accounts
401k
Life Insurance
Short-Term and Long-Term Disability Insurance
Participation in Perks at Work (discounts on a wide variety of specialty services and everyday items)
Annual Incentive Payout (amount based on company performance)
Qualifications

Strong customer service experience, with additional background in training, coaching, or comparable leadership skill.
Technically savvy with the ability to learn and adapt to systems, tools, AI platforms, and evolving technology.
Experience improving processes, workflows, or operational efficiency.
Excellent communication, problem‑solving, and organizational skills.
Ability to balance customer needs with business priorities in a fast‑paced environment.
Strong analytical mindset with attention to detail and follow‑through.
Strong working knowledge of customer service platforms such as Zendesk, ERP systems (eg. Mass500), CRM, AI chat tools, or customer support platforms is highly preferred.
Skilled at building relationships and positively influencing growth within a team.
Work Experience & Education

Bachelor’s degree in business, Communications, or a related field preferred.
Minimum of 5 years of customer service experience, with a minimum of 1 year leading, coaching, or training preferred.

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