Customer Service Manager

Freedom Electronics LLC•Kennesaw, GA

About The Position

The Customer Service Manager will lead, monitor, and continuously improve our contact center operations. This individual will be responsible for managing customer service representatives, developing and implementing call scripts, creating scalable processes, and ensuring consistent service quality across all customer interactions. This role is ideal for an experienced customer service professional who will thrive operating in a dynamic, entrepreneurial small-team environment. You value integrity, ownership, enthusiasm, and accountability, and thrive in a customer-centric, continuous improvement culture.

Requirements

3+ years of experience in a call center or customer service environment.
1+ years of experience managing or leading customer service teams.
Hands-on experience writing or revising call scripts.
Experience in creating and documenting customer service processes.
Strong understanding of call center metrics and quality assurance practices.

Nice To Haves

Experience with Salesforce Service Cloud and Vonage Business Communications.
Experience with eCommerce channel sales and customer service.
Background in training or quality assurance.
Experience scaling teams or improving underperforming operations.

Responsibilities

Manage, coach, and support a team of customer service representatives.
Set clear performance expectations and hold reps accountable to quality and productivity standards.
Conduct regular one-on-one coaching sessions and performance reviews.
Assist with hiring, onboarding, and training new reps.
Monitor live and recorded calls to ensure quality, compliance, and consistency.
Develop and maintain call quality scorecards.
Identify trends in call performance and address coaching or process gaps.
Partner with leadership to improve customer satisfaction and first-call resolution.
Write, test, and maintain call scripts for various customer scenarios.
Ensure scripts are effective, compliant, and sound natural in live conversations.
Update scripts based on performance data, feedback, and changing business needs.
Train reps on new or updated scripts and best practices.
Create, document, and improve customer service workflows and standard operating procedures (SOPs).
Ensure processes are clear, practical, and easy for reps to follow.
Roll out new processes in a structured, manageable way.
Identify inefficiencies and implement scalable solutions.
Track and analyze key call center metrics (CSAT, QA scores, AHT, adherence, etc.).
Use data to make informed decisions and recommend improvements.
Provide regular performance updates to leadership.