Customer Service Manager at Sterling Labs – Des Plaines, Illinois

We’re looking for a motivated and people-focused Customer Service Manager to oversee daily customer support operations and lead a team of service representatives. This role balances hands-on customer support with coaching, performance management, and process improvement to ensure an excellent customer experience and foster lasting relationships with our customers.

Key Responsibilities

• Lead, coach, and support a team of customer service representatives
• Monitor daily workflows, queues, and service levels to ensure SLAs are met
• Handle escalated customer issues and ensure timely, effective resolution
• Provide regular feedback, performance reviews, and coaching to team members
• Assist with onboarding and training of new hires
• Track and report on key performance metrics
• Identify trends in customer feedback and recommend process improvements
• Collaborate with cross-functional teams (Lab Operations, Sales, Finance etc.) to resolve recurring issues
• Maintain up-to-date knowledge of products, services, and policies

Required Qualifications

• 2+ years of experience in customer service, including leadership or supervisory experience
• Strong communication and interpersonal skills
• Proven ability to motivate and develop team members
• Excellent problem-solving and conflict-resolution skills
• Experience working with CRM or customer support tools
• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Experience in a call center or high-volume support environment
• Familiarity with customer service metrics and reporting
• Experience leading remote or hybrid teams
• Bachelor’s degree or equivalent experience

What Success Looks Like

• High team engagement and low turnover
• Consistently strong customer satisfaction scores
• Efficient handling of escalations and complex cases
• Continuous improvement in team performance and processes