Customer Service Department Manager

About NetVendor

NetVendor is the leading solution for property management professionals seeking to simplify vendor relationships and streamline maintenance operations. Our comprehensive suite of software products empowers clients to ensure vendor compliance, optimize maintenance operations, and facilitate seamless bidding, all with a commitment to professionalism, precision, and trust.

About the Role

The Customer Service Department Manager is responsible for overseeing the daily operations of the customer service team, ensuring high-quality service delivery, and driving customer satisfaction. This role involves managing staff, improving processes, resolving escalated issues, and aligning customer service strategies with overall business goals.

Key Responsibilities

• Develop and implement customer service policies, procedures, and standards
• Lead, mentor, and manage customer service managers and teams
• Develop and implement customer service policies, procedures, and standards
• Monitor team performance using KPIs
• Handle escalated customer complaints and ensure timely resolution
• Analyze customer feedback and identify areas for improvement
• Manage scheduling, staffing levels, and workload distribution
• Prepare reports on customer service performance and present insights to leadership
• Ensure compliance with company policies and industry regulations
• Lead, mentor, and manage customer service managers and teams
• Monitor and improve customer satisfaction metrics
• Analyze customer feedback and operational data to identify trends and opportunities
• Oversee daily customer service operations across channels (phone, email, chat, etc.)
• Collaborate with other departments to improve customer experience
• Manage departmental budgets and resource allocation
• Implement and optimize CRM systems and customer support tools
• Ensure compliance with company standards and regulatory requirements
• Handle escalated customer issues and resolve complex complaints
  
  

Required Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field (or equivalent experience)
• 3–7+ years of customer service experience, with at least 1–2 years in a leadership role
• 7–10+ years of experience in customer service or customer experience roles
• 3–5+ years in a leadership or management role
• Proven track record of improving customer satisfaction and operational efficiency
• Strong leadership, communication, and problem-solving skills
• Experience with CRM systems and customer support tools
• Ability to handle high-pressure situations and resolve conflicts effectively
• Proficiency with AI-powered tools (e.g., ChatGPT, Claude, Gemini, or similar) for workflow automation, process improvements, etc.
  
  

Key Skills & Competencies

• Strategic thinking and decision-making
• Customer-focused mindset
• Leadership and team development
• Data analysis and performance management
• Conflict resolution and crisis management
• Process improvement and operational excellence
• Excellent verbal and written communication skills
• Knowledge of customer experience strategies
• Highly organized, efficient, and able to work on multiple projects concurrently

 NetVendor’s Benefits Package 

• Medical, dental, and vision insurance 

• HSA, FSA, and DCFSA 

• Long- and short-term disability insurance 

• Free basic life insurance 

• Generous paid time off policy 

• Paid holidays: 7 per year + 1 floating holiday 

• Maternity Leave 

• 401(k) with company match 
• Employee Assistance Program