Customer Service Manager

Customer Service Manager
Location: Dover & Freehold, New Jersey (On-site)
Employment Type: Full-Time, Non-Exempt
Salary Range: $70,000–$80,000 per year

Position Overview

We are seeking a Customer Service Manager with a proven track record of leading and motivating teams in a fast-paced, customer-centric environment. The ideal candidate will have experience managing multiple sites, including fully remote customer service operations (overseas), and possess the organizational and communication skills necessary to collaborate effectively with individuals of varying viewpoints or perspectives. The candidate must also be agile and foster a collaborative environment across multiple locations.

This role will initially be based in Dover, with regular travel to our Freehold location. If you thrive on delivering exceptional customer experiences, building strong teams, and coordinating across multiple sites, we'd love to hear from you!

What We Offer

• Competitive Salary: $70,000–$80,000 per year
• Comprehensive Benefits: Medical, dental, vision, and more
• Retirement Savings: 401(k) with company match (if applicable)
• Professional Development: Ongoing training and growth opportunities
• Supportive Team Culture: Join a collaborative environment focused on customer success

Key Responsibilities

Team Leadership & Motivation

• Lead, mentor, and set weekly goals for the customer service team
• Oversee dispatching efforts by guiding the dispatch department
• Provide ongoing coaching, incentive programs, and performance reviews

Customer Service & Growth

• Manage customer service across multiple sites (on-site in NJ and remote teams overseas)
• Drive membership sales and renewals for the company
• Ensure high customer satisfaction through efficient handling of service requests, escalations, and follow-ups
• Monitor and analyze KPIs to boost department performance

Operational & Financial Oversight

• Coordinate the collection of accounts receivable on a weekly basis
• Close out all invoices for the previous month
• Review outstanding accounts receivable and develop strategies for timely payments
• Manage capacity for key seasons: Activation, Mid-Season, and Winterization

Cross-Functional Collaboration

• Work with Marketing, Sales, and Operations to align customer service initiatives
• Plan and schedule company events in coordination with other departments
• Handle any phone/internet issues and coordinate solutions with relevant stakeholders

Administration & Software Management

• Maintain and update Service Titan software, including adding new employees and handling necessary changes
• Oversee RingCentral usage and troubleshooting
• Handle permitting processes for St. Peters BF replacements and other local requirements

On-Site Presence & Travel

• Primarily based in Dover, with regular travel between Dover and Freehold locations
• Ensure smooth operations and communication across both sites

Qualifications

Required

• Experience: 3–5 years in Customer Service and Dispatching (preferably in Home Services)
• Multi-Site Management: Experience overseeing multiple locations and/or remote teams
• Education: High School Diploma or GED
• Skills:
• • Strong proficiency in Microsoft Office
  • Exceptional communication skills to effectively work with individuals of varying viewpoints or perspectives
  • Highly organized with the ability to multi-task and prioritize in a fast-paced environment
  • Ability to work independently with minimal supervision

Preferred

• Experience using Service Titan software is highly desired

Working Conditions & Physical Requirements

• Frequent repetitive hand and arm motions with prolonged periods of sitting
• Regularly required to stand, walk, talk, listen, reach, and occasionally stoop, kneel, or crouch
• Manual dexterity and eye-hand coordination for keyboarding and handling equipment
• Ability to lift and/or move up to 25 pounds occasionally
• Noise level is typically low to moderate
• Ability to travel (10% or more) within the metropolitan area, specifically between Dover and Freehold

Why Join Us?

As a Customer Service Manager, you'll shape an outstanding client experience while leading a dedicated team across multiple locations. You'll collaborate with various departments, implement strategic initiatives, and drive operational efficiency—all within a supportive environment that values growth and innovation.

Ready to elevate your career? Apply now and become an integral part of our mission to deliver exceptional service!