Customer Service Manager

Overview

At Altumint we engineer, manufacture, and support a visual technology system and citation process using artificial intelligence to capture data on vehicles and people who break the law. We add support and resources for law enforcement to monitor speeding in school zones, work zones, or other areas of concern, running red lights or school bus stop arms, and thefts or altercations—anything compromising community safety. We provide innovative public safety solutions for the surveillance-assisted enforcement of laws. Our cutting-edge solutions generate powerful forensic data for law enforcement agencies.

We are committed to operating with discernment and offering world-class service to make cities and towns safer through our ongoing partnerships with community leaders and law enforcement. Adhering to our company values ensures our customers feel respected, secure, safe, and knowledgeable.

Job Summary

Location: Lanham, MD

Work Model: Onsite Position

Job Type: Full-time (8-5pm) Monday – Friday

We are seeking a dynamic Customer Service Manager to lead and inspire our team of support professionals. The ideal candidate will play a crucial role in ensuring exceptional customer service delivery and maintaining customer satisfaction levels. This person will be a motivational leader who can build strong relationships, drive operational excellence, and create a positive, engaging work environment.

Responsibilities

• Lead and supervise a team of customer service representatives, providing guidance, support, and training to ensure outstanding performance and achievement of goals.
• Monitor and evaluate team members' performance, providing regular feedback and conducting performance reviews.
• Implement and maintain customer service standards and procedures to ensure consistent service quality and adherence to company policies.
• Handle escalated customer inquiries or complaints, demonstrating excellent problem-solving skills and resolving issues in a timely and satisfactory manner.
• Foster a customer-centric culture within the team, promoting a positive and empathetic approach in all customer interactions.
• Analyze customer service data and metrics to identify areas for improvement and implement process enhancements to enhance efficiency and customer satisfaction.
• Collaborate with cross-functional teams, such as sales, operations, and marketing, to address customer needs and provide seamless service experiences.
• Stay updated on industry trends and customer service best practices, continuously enhancing knowledge and skills to drive continuous improvement within the team.
• Prepare regular reports on team performance, customer feedback, and service level metrics for management review.
• Handle additional administrative tasks as needed to support departmental operations.

Benefits

• We offer a comprehensive benefits package to support your health, wealth, and well-being:
  • PTO, 401(k) retirement plan, medical insurance, dental coverage, vision care, additional health and wellness benefits.
• Growth potential within an innovative tech company. Join us in making communities safer through cutting-edge public safety solutions!

Equal Opportunity

Altumint, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to national origin (including ancestry), race, color, religion, creed, age, disability, marital status, military status, genetic information, predisposition or carrier status, sexual orientation, or sex, including pregnancy and childbirth, or other pregnancy-related condition or any other legally protected characteristic.

Note: Salary and benefits are subject to change. Final offer contingent upon successful interview process, background check, and reference check.  

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field is preferred (or equivalent experience).
• Proven experience in a customer service supervisory or leadership role, preferably in a fast-paced environment.
• Exceptional communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
• Strong problem-solving and decision-making abilities, with a solution-focused mindset.
• Solid understanding of customer service principles and practices, and a passion for delivering exceptional customer experiences.
• Proficient in using customer service software, CRM systems, and other relevant tools.
• Excellent organizational skills and the ability to prioritize and manage multiple tasks simultaneously.
• Ability to remain calm under pressure and handle challenging situations with professionalism and empathy.
• Demonstrated leadership skills, with the ability to motivate and inspire team members to achieve individual and collective goals.