Customer Service Manager

HOW TO APPLY:
Please apply directly through our company application form here:

https://ardian.pvitl.com/registration/customer_service_manager_applicants

To be considered for this position, applicants must complete the company application form.

TITLE: Customer Service Manager

DEPARTMENT: Marketing & Sales Department

REPORTS TO: Director of Sales and Marketing

POSITION OVERVIEW:

Maintains customer satisfaction by providing problems-solving resources. Answers customers' questions. Manages staff. Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees. The Customer Service Manager is responsible for providing a productive and motivating working environment and addressing any issues/disputes from customers or clients. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention and to meet their expectation

JOB RESPONSIBILITIES:

• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused towards that mission.
• Develop service procedures, policies, and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities.
• Other duties as assigned.

SKILLS:

• Demonstrated experience in a Customer Service Manager role or similar leadership position overseeing customer support functions.
• Proven ability to lead and develop customer service teams while maintaining a high standard of service delivery.
• Strong knowledge of customer service practices, performance management, and operational improvement.
• Experience using customer service platforms, databases, reporting tools, and related systems.
• Understanding of current technology trends and tools that improve customer service efficiency and client experience.
• Ability to think strategically, solve problems effectively, and lead with confidence and accountability.
• Excellent communication and relationship-building skills, with a strong ability to work directly with clients and internal teams.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a commitment to responsiveness, professionalism, and continuous improvement.
• Bachelor’s degree in Business Administration or a related field preferred.

Working Conditions

This is a full-time position that primarily works in a professional office environment during regular business hours. Due to the nature of client and project support, flexibility is required, including the ability to work evenings and weekends as needed to provide coverage and meet business demands.

Some domestic and/or international travel may be required when needed for project support. Travel assignments may require longer workdays than a standard 8-hour schedule. While onsite, the employee may be required to stand for extended periods, respond to changing priorities, handle multiple tasks at once, and maintain effective communication with clients and internal teams.

BENEFITS:

• Health Insurance
• Dental Insurance
• 401(K)
• Comprehensive PTO Package
• Paid Company Holidays

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Boothwyn, PA 19061