Customer Service Manager

Looking for a meaningful way to serve others with excellence?

In this role, you’ll be assisting homeschool families and co-ops as they navigate the exciting milestone of graduation. You’ll be working with an experienced team dedicated to elevating homeschool graduations through our excellent service and outstanding products. You’ll have the opportunity to enjoy extra time off in the Summer and Fall while still qualifying for full-time benefits.

•  Ensuring that customer questions are answered well and in a timely manner
• Assign threads to individual Customer Service Team Members per their strengths, availability, etc
• Watch for and clear up snags.  Help Customer Service Team Members prioritize their work, and make sure communication is happening to keep everything running smoothly.
• Ensure clear communication across the team and with the production team
• Make decisions about specific orders, situations, and questions that arise from orders or customer requests

You will be ensuring a professional and effective work environment through strong management and communication

• Consistently using the “Manager Tools Trinity”, including One-on -ones, Feedback, Delegation and Coaching
• Conducting a weekly staff meeting
• Conducting annual performance reviews and salary adjustments
• Interviewing, hiring, onboarding and training new Customer Service Team Members as needed,
• Managing team schedule and make recommendations regarding staff levels

You will be supporting the Customer Service Team by filling in the gaps

• Helping with the Customer Service work as needed, especially with more complex threads requiring higher level of decision-making

You will be watching for ways to improve our systems and processes

• Examining mistakes or errors to see what can be learned or improved
• Recommending or implementing changes (working with others, especially the Director of Operations) to make the system more robust and mistake-proof
• Communicating with the team about changes (including their input)

You’ll need to be a confident communicator, proficient in typing and computer/web navigation, and good at solving complex problems. You’ll be able to build on any experience you have as a homeschool student, home educator, or co-op leader, and utilize any secretarial, administrative or customer service skills you’ve developed in previous roles.

Email your application or resume to katlyn@homeschooldiploma.com by August 31st, 2024