Customer Service Manager

hace 2 semanas


, Puerto Rico TBG | The Bachrach Group A tiempo completo
We are seeking an energetic, positive, Customer Service Manager to lead our customer service team and deliver an exceptional client experience across all points of contact. This role is critical to maintaining high service standards, optimizing customer-facing processes, and fostering a culture of professionalism, responsiveness, and empathy.

Key Responsibilities

Lead, supervise, and support the customer service team, including hiring, onboarding, training, coaching, and performance management
Oversee daily customer service operations to ensure timely, accurate, and professional responses
Develop, implement, and continuously improve standardized customer service procedures
Review customer inquiries to ensure proper routing, resolution, and follow-up
Support customer retention by effectively communicating services and value
Monitor customer service metrics, analyze trends, and prepare performance reports
Collaborate with leadership and cross-functional teams to align service strategies
Handle escalated customer concerns with empathy and a solution-oriented mindset
Ensure service quality, compliance, and confidentiality standards are met

Qualifications

Bachelor's degree in Business, Communications, or related field (or equivalent experience)
2+ years of experience in customer service, client relations, intake, or related roles
Prior supervisory or management experience preferred
Sales or client-conversion experience strongly desired
Experience with Predictive Index or similar tools preferred
Strong leadership, coaching, and communication skills
Highly organized with excellent attention to detail
Proficiency with CRM and case management systems (e.g., HubSpot, Clio) and Microsoft Office
Ability to handle sensitive and confidential information with discretion
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