Customer Service Manager

Robert Half • Santa Clarita, CA • 3h ago

Description We are looking for an experienced Customer Service Manager to oversee a high-performing support team in Santa Clarita, California. This Long-term Contract position is fully onsite and focuses on maintaining excellent service standards, guiding staff development, and ensuring efficient day-to-day customer service operations. The ideal candidate brings strong leadership skills, a customer-first mindset, and the ability to turn service insights into measurable operational improvements.

Responsibilities:

Lead daily activities for the customer service team, ensuring consistent coverage, productivity, and service excellence.

Recruit, onboard, and train new team members on service expectations, workflows, and company guidelines.

Provide regular coaching, mentorship, and performance feedback to help employees strengthen their skills and meet goals.

Address complex customer concerns and escalated issues with professionalism, sound judgment, and timely resolution.

Monitor service quality and ensure the team stays current on product information, policy updates, and procedural changes.

Review customer interactions and operational data to identify patterns, track team performance, and support informed decision-making.

Prepare recurring reports for leadership that summarize service results, team metrics, and areas for improvement.

Create and maintain support materials such as knowledge base content, reference guides, and frequently asked questions.

Recommend and help implement process enhancements that improve efficiency, customer satisfaction, and overall team effectiveness.

Contribute to departmental planning by supporting budget awareness, staffing coordination, and other assigned operational needs. Requirements - At least 3 years of customer service experience, with demonstrated success in a leadership or supervisory capacity.

Strong background in customer support within logistics, manufacturing, or similarly fast-paced operational environments.

Excellent verbal and written communication skills, with the ability to manage sensitive situations effectively.

Proven ability to lead teams, delegate work, and foster a positive, accountable workplace culture.

Solid understanding of customer service standards, issue resolution practices, and performance management principles.

Strong organizational skills and close attention to detail when handling reports, schedules, and service documentation.

Proficiency with Microsoft Office Suite and other common business applications used for reporting and team coordination.

Bachelor's degree preferred; equivalent relevant experience will also be considered. TalentMatch®

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 (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. 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.

© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (https://www.roberthalf.com/us/en/terms) and Privacy Notice (https://www.roberthalf.com/us/en/privacy) .

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