Customer Service Manager
Location: Bakersfield, CA
Job Type: Full-Time, Exempt

About the Role:
Key Staffing is hiring a Customer Service Manager for our client, a well-established service provider. This role is ideal for a dynamic and customer-centric leader who thrives in a fast-paced environment. The Customer Service Manager (CSM) will oversee daily operations, ensuring that the customer service team delivers exceptional service, maintains efficiency, and supports the company’s growth objectives.

Key Responsibilities:

Team Leadership & Staffing:

• Oversee and manage the customer service team, ensuring proper staffing levels and training.
• Develop and implement customer service policies, procedures, and best practices.
• Coordinate recruitment efforts with HR and oversee onboarding and training.
• Create and manage employee work schedules based on business needs.
• Provide coaching, feedback, and performance management as needed.

Customer Service & Order Management:

• Ensure accurate order processing, including pricing, product details, and customer information for billing.
• Train and monitor staff on the company’s order management system to ensure efficiency and accuracy.
• Develop strategies to improve customer experience, streamline workflows, and enhance service quality.

Phone & Email Support:

• Oversee high-volume inbound customer inquiries via phone and email, ensuring timely and professional responses.
• Implement call scripts and service techniques to improve sales, issue resolution, and overall customer interactions.
• Conduct monthly call quality evaluations to provide training and maintain service standards.

Sales & Business Growth:

• Train customer service representatives to effectively handle inbound sales inquiries, provide quotes, and promote company services.
• Ensure the team effectively communicates the company’s value proposition to prospective customers.

Reporting & Administrative Duties:

• Track and report key metrics, including call efficiency, abandonment rates, and service quality.
• Generate reports related to orders, billing, inventory, and customer interactions.
• Maintain office supplies and ensure an organized filing system for easy document retrieval.
• Perform other duties as assigned.

Qualifications:

• 5+ years of customer service management or office supervision experience.
• Strong leadership, coaching, and team-building skills.
• Excellent verbal and written communication abilities.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Proficiency in Microsoft Office Suite and familiarity with office technology.
• Strong problem-solving skills with a focus on process improvement.
• High school diploma required; bachelor’s degree in business or a related field preferred.

Commitment to Diversity: As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Key Staffing recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a success and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability and actively foster inclusion in all forms both within our company and across interactions with client, candidates and partners. 

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to cbalz@hirekeystaff.com.