What are the responsibilities and job description for the Customer Service Manager (CSM) position at AREVO Group?
Job Title: Customer Service Manager
Location: Mount Airy, NC
Type: Full-Time
We are a rapidly growing company looking for an experienced Manager to lead and develop a customer service team that is responsible for qualifying leads and ensuring a smooth handoff to our sales specialists. This key leadership role will drive team performance and refine the lead qualification process.
Why Join Us?
- Leadership Opportunity: Oversee a high-performing team in a professional office setting.
- Strategic Role: Work closely with Sales and Operations to refine lead generation strategies.
- Career Growth: Leadership development and career advancement opportunities.
Key Responsibilities
- Team Leadership & Development
- Hire, onboard, train, and mentor a team.
- Conduct coaching sessions and performance reviews to ensure team success.
- Foster a supportive and goal-driven team culture.
- Performance Management & Metrics
- Set and track key performance indicators (KPIs) for team success.
- Monitor call volume, qualification rates, and warm transfer rates.
- Identify areas for improvement and provide coaching as needed.
- Process Optimization
- Work with leadership to improve lead qualification and handoff procedures.
- Develop best practices for lead engagement and customer interaction.
- Quality Assurance & Training
- Review calls, emails, and texts to ensure quality standards are met.
- Provide ongoing training on effective lead engagement strategies.
- Collaboration & Communication
- Act as a liaison between the team and Specialists, ensuring a smooth sales pipeline.
- Prepare reports for senior leadership on team performance and efficiency.
- Employee Engagement & Retention
- Build a strong team culture that fosters motivation and professional growth.
- Recognize and reward high performers while coaching underperforming team members.
Qualifications
- Experience:
- 3-5 years in a sales, customer service, or lead qualification role.
- At least 1-2 years in a supervisory or management role leading teams of 10-15.
- Leadership Skills: Proven ability to motivate, coach, and manage teams.
- Strong Communication Skills: Ability to provide clear direction and feedback.
- Data-Driven Mindset: Comfortable analyzing performance metrics.
- Organizational Skills: Ability to manage team schedules, performance reviews, and training initiatives.
Preferred Qualifications
- Experience improving or implementing new sales processes.
- Strong background in a structured office sales environment.
- Demonstrated ability to improve team performance and efficiency.
As a Customer Manager, you’ll play a critical role in refining our lead qualification function and leading a high-impact team. You’ll be part of a collaborative office environment where your leadership and expertise
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
Work Location: In person
