Customer Service Manager

Job Title: Customer Service Manager

Location: Near Carson, CA

Employment Type: Direct Hire

Salary Range: $115,000 – $125,000 annually

LHH is seeking a dynamic and experienced Customer Service Manager to lead a high-performing team in a fast-paced, customer-centric environment. This role oversees both a busy call center and a retail center, driving excellence in customer experience, team development, and operational efficiency.

Key Responsibilities

• Lead a team of 11–14 Customer Service Representatives and 1 Supervisor
• Manage inbound call operations using a dialer system
• Navigate high-volume periods, especially during peak times like the start of the month
• Oversee the Downtown Retail Center, open 7 days a week
• Ensure flexible scheduling and adequate coverage
• Design and implement training programs focused on care and customer service
• Champion a culture of continuous improvement and staff development
• Serve as an internal advocate for customer experience excellence
• Partner with other departments to gather and act on customer feedback
• Collaborate with fellow managers to support organizational changes
• Drive enhancements in technology systems and dashboard development
• Establish and monitor KPIs to measure team performance and customer impact

Qualifications

• Proven experience managing customer service teams in a call center or retail environment
• Strong leadership and communication skills
• Experience with unionized staff is a plus
• Proficiency in dashboard tools and KPI tracking
• Ability to lead through change and foster a positive team culture

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act

• Los Angeles City Fair Chance Ordinance

• Los Angeles County Fair Chance Ordinance for Employers

• San Francisco Fair Chance Ordinance