Customer service Manager

We're looking for a Customer Service Manager to join our team in Salt Lake City, Utah. In this role, you'll lead a dynamic customer service team, drive operational excellence, and ensure every customer interaction reflects our commitment to exceptional service. As a Customer Service Manager, you'll combine strong leadership capabilities with a genuine passion for customer satisfaction, fostering a supportive environment where your team can thrive while consistently exceeding customer expectations.Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standardsDevelop and implement customer service strategies that enhance customer satisfaction and loyalty across all touchpointsMonitor and analyze key performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify improvement opportunitiesConduct regular performance reviews, provide constructive feedback, and create professional development plans for team membersHandle escalated customer issues with empathy and decisiveness, ensuring swift and satisfactory resolutionsOversee the onboarding and training of new customer service staff, ensuring they are equipped with the knowledge and skills needed to succeedCollaborate with other departments to streamline processes, improve customer experience, and address systemic issuesCustomize and optimize customer service workflows and procedures to enhance efficiency and effectivenessMaintain detailed records of customer interactions, complaints, and resolutions to identify trends and areas for improvementFoster a positive team culture that emphasizes collaboration, continuous learning, and customer-focused values