Customer Service Manager

Robert Half Permanent Placement is partnering with a great company in Buffalo, NY on their search for a Customer Service Manager to join their thriving business. For 40+ years, our great client has been providing integral products that help people across the country lead an independent lifestyle. This is an in-office role with a starting salary of $65K - $75K and includes a full benefits package. The ideal candidate will bring leadership mindset and experience side by side with operational excellence.

Responsibilities include but not limited to:

 

• Lead and develop a customer service team while overseeing staffing, scheduling, and performance management
• Manage daily call center operations ensuring optimal staffing levels, service levels, and efficient handling of inbound customer inquiries
• Monitor key customer service metrics including call volume, response times, abandonment rates, and overall team performance
• Drive continuous improvement through call quality monitoring, employee training, coaching, and customer service best practices
• Oversee accurate and timely order processing by ensuring data integrity, order accuracy, and resolution of complex customer issues
• Partner with sales and cross-functional teams to streamline order fulfillment, improve processes, and enhance the customer experience
• Develop customer communication strategies for order updates, backorders, returns, and proactive follow-up to maximize customer satisfaction
• Maintain product knowledge resources, coordinate ongoing product training, and leverage customer feedback to improve service, processes, and knowledge base content

Qualifications:

• 3+ years of customer service leadership experience with a proven ability to lead, coach, and develop high-performing teams
• Excellent communication, conflict resolution, and problem-solving skills with the ability to manage challenging customer situations professionally
• Proficiency with customer service technology and Microsoft Office; experience with POS or call center systems is preferred

Compensation

$65,000.00-$75,000.00 Yearly

About Us

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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