Customer Service Manager (Virtual)

Responsibilities at a glance

Manage and support the virtual CSR team, who also serve as the inside sales team
Hire, onboard and train new CSRs
Lead daily morning huddles, team meetings and regular one-on-ones with direct reports
Monitor and grade calls to ensure script adherence and service quality
Track sales numbers and monitor KPIs, running reports for leadership review
Handle escalated customer issues and complaints
Manage inbound calls and leads, stepping in on the phones to support the team as needed
Oversee CRM and software usage to ensure accuracy and efficiency
Manage lead follow-up and response to inbound inquiries, emails and texts
Assist with internal process and procedure documentation
Manage schedules, time-off requests and weekend coverage for the team
Lead ongoing team training and development
Collaborate with leadership on customer service and sales goals

Requirements

3+ years prior management or supervisory experience in customer service, inside sales or a call center environment required
Previous experience managing a remote team strongly preferred
Home services, pest control, roofing, HVAC, plumbing or similar industry experience preferred
Must be based in the United States
Available to work Monday through Friday 8 a.m. to 5 p.m. EST with occasional weekend availability as needed
Strong coaching and communication skills with the ability to motivate and develop others
Comfortable analyzing data and using it to guide decisions and improve team performance
Strong proficiency with CRM systems and office software
Must be able to communicate clearly and professionally in English in a way that is easily understood by our customers and team
Highly organized with strong attention to detail and the ability to prioritize in a fast-paced environment
Proactive problem-solver who can work independently and take ownership of outcomes
Customer service oriented with a genuine commitment to resolving issues professionally