What are the responsibilities and job description for the Customer Service Representative position at Juno Search Partners?
Our client, a F&B organization in Delaware County, PA, is seeking a Customer Service Manager to join their team. This person will be a strategic leader responsible for building out and leading a collaborative Customer Service team.
Responsibilities
- Lead, mentor, and develop a high-performing customer service team, fostering accountability, collaboration, and professional growth.
- Recruit, hire, and onboard top talent.
- Identify skill gaps and implement targeted training and development plans to strengthen team performance.
- Establish a culture of proactive problem-solving, ownership, and customer-centric decision-making.
- Actively participate in day-to-day customer service operations as needed, including responding to customer and internal stakeholder emails, answering inbound phone calls, and managing service tickets.
- Handle escalated customer concerns directly, providing timely resolution for both internal and external customers while maintaining professionalism and empathy.
- Ensure prompt follow-up and closure on all escalations, holding the team accountable for response times and quality of resolution.
- Step in to support the team during peak volumes, staffing gaps, or critical service disruptions to maintain service continuity.
- Track, analyze, and report on KPIs, trends, and operational performance to inform business decisions.
- Develop, implement, and maintain comprehensive customer service SOPs, guidelines, and workflows.
- Prepare executive-level reports highlighting trends, challenges, and recommended solutions.
Qualifications
- Minimum of 8 years of Customer Service experience.
- Minimum of 5 years in a leadership role.
- Proven track record of a strategic thinker.
- Strong analytical and problem-solving abilities.
- Skilled in interpreting data and driving action.
- Experience developing SOPs, operational standards, and service protocols.
- Proficiency in CRM systems, customer service software, and Microsoft Office Suite.
- Ability to manage escalated issues with professionalism.
Juno is an Equal Opportunity Employer that provides equal opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, genetic predisposition or carrier status, or any other characteristic protected by federal, state or local law. The Company is committed to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment. It’s expected that all employees are aware of this policy and that they create an environment that’s sensitive and respectful to all individuals.