We are seeking a highly organized and experienced Customer Service Manager to oversee our call center operations. This role involves supervising a team of customer service agents, managing daily operations, and optimizing both phone and email support performance. The ideal candidate is results-driven, empathetic, and passionate about leading high-performing teams.

Key Responsibilities:

Supervise and support a team of customer service agents handling inbound/outbound calls and email inquiries. Monitor performance metrics (e.g., response time, resolution rate, customer satisfaction) and implement improvements. Provide coaching, feedback, and regular performance evaluations. Handle escalated customer issues and resolve them professionally and efficiently. Maintain scheduling, ensure adequate coverage, and manage time-off requests. Collaborate with other departments (e.g., Merchandising, Marketing, IT) to resolve cross-functional issues impacting customers. Train new hires and oversee ongoing agent training and development. Review and update email templates, call scripts, and knowledge base resources. Analyze call/email trends and provide reports to senior management. Ensure compliance with company policies and customer service standards.

Qualifications:

3+ years of customer service experience, with at least 1–2 years in a supervisory or managerial role. Previous experience in a call center or high-volume retail customer service environment. Strong communication and interpersonal skills. Ability to lead by example and motivate a team in a fast-paced environment. Proficiency with customer service software, ticketing systems, and call center tools (e.g., Zendesk, Mitel, Salesforce, Five9, etc.). Excellent problem-solving skills and a customer-first mindset. Strong organizational and time management abilities.

 

Fleet Farm is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, gender, ethnicity, religious creed or belief, national origin, ancestry, age, physical or mental disability, sexual orientation, genetic information, citizenship status, military or veteran status, pregnancy, or any other status protected by federal, state or local law. Upon request and consistent with applicable laws, Fleet Farm will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.