Customer Service Manager

Customer Service Manager

Req number:

R7598

Employment type:

Full time

Worksite flexibility:

Onsite

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a motivated Customer Service Manager ready to take us to the next level! If you have experience directing and coordinating customer service staff in connection with a product or offered service and are looking for your next career move, apply now.

Job Description

We are looking for a Customer Service Manager to lead and oversee customer service operations by directing and coordinating staff, resolving customer complaints, managing departmental budgets, and ensuring service standards and company policies are consistently upheld. This position will be full‑time and onsite in Cleveland, Ohio.

What You’ll Do

• Manage and direct customer service staff supporting company products and services
• Oversee investigation and resolution of customer complaints related to rates, service, and other issues
• Review findings and determine appropriate responses based on complaint complexity and policy requirements
• Ensure customer complaints are resolved accurately, timely, and in accordance with company standards
• Analyze service schedules and estimate time, labor, and cost requirements for assignments
• Develop and implement procedures to monitor work activities, expenditures, and progress reporting
• Prepare and review operational and performance reports to keep leadership informed
• Analyze department budgets, identify funding needs or potential reductions, and allocate operating funds
• Interpret, communicate, and enforce company policies and practices
• Authorize data retention and preparation of documentation for customer or governmental inquiries
• Recruit, hire, train, evaluate, and manage performance of customer service employees, including promotions, transfers, and disciplinary actions

What You'll Need

Required:

• Experience managing customer service teams and operations
• Strong knowledge of complaint resolution processes and customer escalation management
• Proven ability to analyze reports and make informed operational decisions
• Budget management and cost analysis experience
• Excellent communication, leadership, and problem‑solving skills
• Experience enforcing company policies and procedures

Preferred:

• Experience managing customer service operations in a regulated or high‑volume environment
• Prior responsibility for hiring, performance management, and employee development

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

$40 - $45 per hour

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.