Customer Service Manager

Summit School Services LLC

Customer Service Manager providing leadership and oversight for the Customer Service team at Summit School Services. Ensuring high-quality transport services and positive customer relations.

Posted 6/27/2026full-timeRemote • Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

Provide leadership, management and oversight responsibility for the Customer Service team
Ensure the highest level of customer service possible
Provide day-to-day direction - planning, coaching, training, coordinating and developing execution strategies for all activities of the Customer Service team
Partner effectively with Senior Leadership and all NELLC functional teams to provide increasingly positive customer relationships
Conduct ongoing customer needs analysis, and research of customer requirements
Define and communicate customer service standards
Develop and implement customer service policies and procedures
Oversee the achievement and maintenance of agreed customer service levels and standards
Direct the daily operations of the customer service team
Plan, prioritize and delegate work tasks to ensure proper functioning of the department
Ensure the necessary resources and tools are available for quality customer service delivery
Review customer complaints
Regularly contact customers to ensure customer satisfaction and timely resolution of any issues
Track customer complaint resolution
Assist in customer problem escalation, providing critical overview perspective
Monitor accuracy of reporting and data base information
Analyze relevant data to determine customer service outputs, trends etc.
Identify and implement strategies to improve quality of service, productivity and profitability
Liaise with company management to support and implement growth strategies
Coordinate and manage customer service projects and initiatives
Ensure budget requirements are met
Evaluate and performance manage staff
Identify and address staff training and coaching needs
Exhibits the highest ethical best practices and personal integrity; Shares concerns about suspicious or inappropriate behavior with their supervisor or manager

Requirements

What you’ll need

In-depth knowledge of customer service principles and practices
Organizational skills for planning, decision-making and executing with excellence
Skilled in developing standards and process improvement
Excellent verbal/written competencies and overall communication effectiveness
Strong interpersonal skills with the ability to lead and work within a team structure
Ability to learn and build upon industry specific information for future professional growth
Excellent computer skills, with an in-depth knowledge of Microsoft, Word, Excel, and PowerPoint, and CRM systems proficiency a plus.
Transportation Industry experience a plus
Relevant BS/BA degree preferred

Benefits

Comp & perks

medical, dental, vision, basic life insurance coverage
holiday pay
PTO accrual
employees are able to enroll in a retirement savings plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service principlesprocess improvementdata analysisbudget managementperformance managementstaff trainingcustomer complaint resolutioncustomer needs analysispolicy developmentproject management

Soft Skills

leadershiporganizational skillscommunicationinterpersonal skillsteamworkdecision-makingplanningcoachingproblem-solvingethical practices