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Robert Half Logo Robert Half · Customer Service

Customer Service Manager

United States, Buffalo Employment contract 65000.00 - 75000.00 USD / Year · Job Posted July 03, 2026
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Job Description

Robert Half Permanent Placement is partnering with a great company in Buffalo, NY on their search for a Customer Service Manager to join their thriving business. For 40+ years, our great client has been providing integral products that help people across the country lead an independent lifestyle. This is an in-office role with a starting salary of $65K - $75K and includes a full benefits package. The ideal candidate will bring leadership mindset and experience side by side with operational excellence.

Job Responsibility

  • Lead and develop a customer service team while overseeing staffing, scheduling, and performance management
  • Manage daily call center operations ensuring optimal staffing levels, service levels, and efficient handling of inbound customer inquiries
  • Monitor key customer service metrics including call volume, response times, abandonment rates, and overall team performance
  • Drive continuous improvement through call quality monitoring, employee training, coaching, and customer service best practices
  • Oversee accurate and timely order processing by ensuring data integrity, order accuracy, and resolution of complex customer issues
  • Partner with sales and cross-functional teams to streamline order fulfillment, improve processes, and enhance the customer experience
  • Develop customer communication strategies for order updates, backorders, returns, and proactive follow-up to maximize customer satisfaction
  • Maintain product knowledge resources, coordinate ongoing product training, and leverage customer feedback to improve service, processes, and knowledge base content

Requirements

  • 3+ years of customer service leadership experience with a proven ability to lead, coach, and develop high-performing teams
  • Excellent communication, conflict resolution, and problem-solving skills with the ability to manage challenging customer situations professionally
  • Proficiency with customer service technology and Microsoft Office
  • experience with POS or call center systems is preferred

What we offer

full benefits package

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