Job Description
Job Description
Overview
CORT Events is seeking an experienced and dynamic Customer Service Manager to lead and coordinate the operations of our centralized sales and customer support team. In this role, you will develop and implement effective customer service procedures, establish and refine productivity metrics, and work closely with Strategic Account Managers and Account Executives to strengthen key client relationships. The ideal candidate excels at setting high standards for customer satisfaction, driving team performance, and ensuring a seamless, customer‑focused experience across all touchpoints.
Salary: Starting at $80,000, annually, depending on experience.
Schedule:Monday–Friday schedule during standard business hours, with the flexibility to respond to occasional after‑hours calls to support urgent customer or team needs.
Responsibilities
- Leads a multi‑tiered customer service team supporting events and exhibit house operations, including oversight of three levels of Customer Service Representatives and two Team Leads (total team size 16–20).
- Collaborates with the Executive Team and Sales Management to coordinate and administer customer support services across all CSR levels.
- Ensures timely and effective resolution of customer inquiries and escalations, guiding Team Leads and CSR levels as needed.
- Identifies customer service requirements by maintaining regular communication with customers, observing operational workflows, benchmarking industry best practices, and analyzing relevant data and applications.
- Prepares, reviews, and distributes analytical activity reports to track performance across all CSR tiers and ensure service goals and quotas are consistently met.
- Maintains accurate records and documentation of all customer interactions, activities, and service follow‑ups across the team.
- Improves customer operational performance by overseeing help desk support, providing technical guidance, resolving issues, and diagnosing network‑related problems.
- Assists the Accounting department by resolving billing concerns and facilitating timely payment when necessary.
- Develops and implements processes and procedures to increase sales, reduce costs, and elevate the customer experience across all three CSR levels.
- Manages the approved budget for the customer service department.
- Performs additional duties as assigned.
Qualifications
- Bachelor's degree from four-year college or university
- Two to five years related experience and/or training; or equivalent combination of education and experience
- Strong ability to create clear and professional reports, business correspondence, and procedural documentation.
- Proficient in basic mathematical concepts, including calculating discounts, interest, commissions, proportions, and percentages, as well as applying foundational algebra.
- Skilled in presenting information effectively and responding to questions from managers, clients, customers, and large groups.
- Working knowledge of key software tools, including internet browsers, CRM platforms such as Salesforce, HR systems such as UltiPro, and Microsoft Office applications (Word and Excel).