Omni Channel Customer Service Manager

About Us:

Since 1991, Spring Footwear has been making a difference in the lives of consumers by delivering comfort, style, and innovation. Our commitment to product quality, value, and flexibility has earned us a trusted reputation, and we’re looking for a passionate and results-driven Customer Service Manager to help us continue to grow.

Our mission is simple:

"To develop successful partnerships by creating and delivering the best quality, value, product, and service every day!"

As a Multi-Channel Customer Service Manager, you will play a crucial role in ensuring that we continue delivering exceptional experiences to our customers across multiple communication channels. You’ll lead a team of dynamic professionals, driving performance, process improvements, and customer satisfaction.

What You’ll Do:

• Develop & Manage Operations: Oversee recruitment, training, coaching, and employee engagement while ensuring proper workflow patterns, performance standards, and staffing levels for our contact center.
• Strategic Leadership: Provide strategic direction, planning, and execution to meet and exceed productivity, brand representation, and efficiency goals for customer interactions across phone, email, chat, and more.
• Coaching & Mentoring: Guide, coach, and develop Managers and Supervisors to build successful relationships and foster an exceptional customer experience.
• Process Improvement: Lead continuous process improvements to ensure operational efficiency and scalability while maintaining consistent quality for our customers.
• Performance Monitoring: Model accountability, creativity, resourcefulness, leadership, and team building, ensuring all team members meet performance targets and customer satisfaction metrics such as CSAT, FCR, and SLAs.
• Cross-Functional Collaboration: Work with other departments to align customer service operations with broader company goals and strategies.

What You’ll Need:

• 5 years of managerial experience in a multi-channel contact center environment (inbound/outbound calls, chat, email, etc.).
• Strong understanding of contact center metrics and workflow, including key performance indicators (KPIs) such as CSAT, FCR, and SLAs.
• Proven leadership skills, including experience mentoring and coaching a team of managers and supervisors, and experience in conflict resolution and relationship-building.
• Quantitative and analytical skills, with the ability to use data to drive performance improvements and deliver measurable results.
• Sales experience (if applicable), with the ability to teach others how to drive sales within a customer service context is a plus.
• Proficiency in communication (written and verbal) with a focus on providing clear, effective guidance and feedback.
• Experience with customer service management tools (e.g., Zendesk, Salesforce, or similar platforms) is a plus.
• A passion for customer experience, with the ability to inspire, lead, and develop a high-performing team.

Why Join Us?

• Competitive Salary & Benefits: We offer a competitive salary, health insurance, paid time off, profit sharing plan, and company-paid holidays.
• Opportunities for Professional Growth: Be part of a fast-growing company that offers ongoing opportunities for advancement and professional development in a team-oriented environment.
• Collaborative Work Environment: Work directly with a dedicated, passionate team that strives to “Wow” customers at every interaction and contributes to the success of the business.
• Onsite Role: Enjoy the benefits of working onsite in a collaborative, fast-paced environment where you can directly shape the future of our customer service operations and foster team development.
• Make an Impact: Your leadership will directly influence key customer satisfaction metrics, helping to create loyal customers and drive our business forward.

How to Apply:

Don’t miss out on the opportunity to join an innovative, growth-driven company. If you’re passionate about leading teams, improving processes, and delivering exceptional customer service, we want to hear from you!

Apply today to join the Spring Footwear team and take your career to the next level. We look forward to reviewing your application!