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