Customer Service Manager

Aston Carter • Alexandria, VA • 4h ago

Job Title: Client Success ManagerJob Description

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer service team. In this role, you will ensure our customers receive the highest level of service and support, acting as the primary point of contact for inquiries and concerns. Collaborating closely with sales and service departments, you will strive to meet customer needs and build strong relationships to ensure satisfaction with our products and services.

Responsibilities

Lead and manage the customer service team to address all inquiries and concerns promptly and professionally.

Develop and implement customer service policies and procedures to ensure consistent and high-quality service.

Collaborate with sales and service departments to meet customer needs and resolve issues.

Monitor customer satisfaction levels and implement strategies to improve customer retention.

Provide training and coaching to customer service team members to ensure they possess the skills and knowledge needed for excellent service.

Essential Skills

Strong leadership and team management skills.

Excellent communication and interpersonal skills.

Ability to work in a fast-paced environment and handle multiple priorities.

Experience in the service or sales industry.

Experience with customer service software and tools.

Additional Skills & Qualifications

Bachelor's degree in Business Administration or related field (flexible).

5+ years of experience in customer service management in a face-to-face environment.

Experience with order entry and inside sales.

Work Environment

The role is based in-office for five days a week, Monday through Friday, from 7:30 AM to 4:30 PM. You will manage a team of 10, including 7 Customer Service Representatives and 3 dispatchers, focusing on team KPIs such as calls per hour and booking percentage. The position requires ensuring technicians have their call logs filled before leaving each day, and if the team lacks work for the next day, outbound activities to fill the schedule will be necessary. This is a backfill position for someone who was unable to hold the team accountable to attendance and performance metrics.

Pay and Benefits

The pay range for this position is $38.46 - $38.46/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Alexandria,VA.

Application Deadline

This position is anticipated to close on Jun 20, 2025.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.

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