Customer Service Manager

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Job Title: Customer Service Manager

Company: Blue Line Solutions, LLC

Location: Chattanooga, TN

About the Company

Blue Line Solutions is a mission-driven public safety technology company founded by law enforcement professionals to make communities safer through innovative traffic enforcement and intelligence solutions. As a growing organization committed to excellence, integrity, and customer service, we seek talented individuals who share our dedication to protecting lives, improving safety, and supporting the communities we serve.

Position Summary

The Customer Service Manager leads the team responsible for ensuring a superior experience for Blue Line Solutions’ agency partners, courts, and constituents. This role oversees all customer service operations, including Court Services, Customer Service, and the Georgia Department of Revenue liaison team. The ideal candidate is a detail-oriented, strategic leader who thrives in a fast-paced environment and can build strong relationships with law enforcement officials, city leaders, and internal teams.

Key Responsibilities

Customer Relationship Management

Serve as the primary relationship manager for Blue Line’s customer base, including law enforcement agencies, municipalities, and court systems.
Build and maintain trusted partnerships through timely communication, responsiveness, and transparency.
Understand customer goals and challenges, proactively developing strategies to enhance satisfaction and program success.
Act as the voice of the customer internally, advocating for service improvements and operational alignment.

Leadership, Coaching & Team Development

Lead, mentor, and develop a team of eight professionals, setting clear goals aligned with company priorities.
Foster a collaborative, accountable, and high-performing culture focused on customer experience excellence.
Provide coaching and development plans to enhance skills and engagement.
Create cross-training and growth opportunities to strengthen team adaptability.

Operational Oversight

Manage daily operations across Court Services, Customer Service, and Georgia Department of Revenue coordination.
Oversee workload balancing, scheduling, and prioritization to ensure responsiveness and coverage.
Develop and refine workflows that improve efficiency, accuracy, and compliance with state laws and agency agreements.
Establish and enforce policies and procedures for consistent service delivery.

Strategic Planning & Innovation

Lead strategic initiatives to improve customer experience and operational performance.
Identify and implement new technologies, tools, or processes to increase efficiency and reduce manual workload.
Partner with IT and Operations to introduce automation, performance tracking, and self-service capabilities.
Monitor industry trends and legislative changes to anticipate needs and adjust departmental strategy.

Budget & Resource Management

Prepare, manage, and track the department’s annual budget to align with company objectives.
Monitor staffing, overtime, and expenses while maintaining high service quality.
Evaluate resource utilization and recommend adjustments to meet business needs efficiently.

Quality Assurance & Continuous Improvement

Establish and monitor performance metrics (KPIs) for service delivery, response times, resolution rates, and satisfaction.
Develop quality review processes to ensure accuracy, professionalism, and consistency.
Conduct root-cause analyses for service issues and implement corrective actions.
Promote a culture of continuous improvement and innovation.

Cross-Functional Collaboration

Collaborate with Operations, Processing, Sales, Engineering, and Product Management to meet and exceed customer expectations.
Partner with Marketing and Communications to develop educational materials, FAQs, and outreach initiatives.
Represent Customer Service in internal leadership meetings and contribute to companywide initiatives.

Qualifications

Bachelor’s degree in business administration, Public Administration, or related field (master’s preferred).
Minimum of 7 years of progressive leadership experience in customer service management, preferably within government, technology, or public safety.
Strong leadership and team development skills with a proven ability to inspire and motivate.
Detail-oriented and analytical with a proactive approach to problem-solving.
Familiarity with traffic enforcement programs, legislation, and court processes preferred.
Excellent communication and presentation skills for engaging law enforcement, municipal officials, and internal stakeholders.
Proven ability to manage multiple priorities in a fast-paced environment.
Results-oriented mindset with a commitment to exceptional client service and business growth.

Pay & Benefits

$65,000 - $75,000 annually (commensurate with experience)
401(k) with company match
Health, dental, and vision insurance
Paid time off and holiday pay

Schedule

Monday to Friday
Day Shift
In-person at the Chattanooga, TN headquarters

Why Join Blue Line Solutions

Be part of a company making a measurable impact on public safety and community well-being.
Lead a passionate team dedicated to excellence and continuous improvement.
Collaborate with talented professionals across multiple departments.

Enjoy a supportive

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