Customer Service Manager

CAI is a global services firm with a robust presence spanning over 9,000 associates worldwide and generating annual revenues exceeding 1.3 billion dollars. With more than 40 years of distinguished experience, CAI excels in uniting talent and cutting-edge technology to unlock potential and power possibilities for clients, colleagues, and communities alike. As a privately held company, CAI enjoys the freedom and focus to prioritize what is right, committing fully to the success and satisfaction of its stakeholders. The company is renowned for delivering bespoke solutions across public and commercial sectors and holds a pioneering position in promoting neurodiversity within the workplace.\n\nThe role of Customer Service Manager at CAI is a critical leadership position based onsite in Cleveland, Ohio. This full-time opportunity invites an experienced professional ready to lead customer service staff in supporting the company’s diverse product and service offerings. The Customer Service Manager will be responsible for overseeing the efficient handling of customer complaints, ensuring that all resolutions align with company policies and standards and are completed in a timely manner. Managing departmental budgets, developing operational procedures, and enforcing company policies form vital aspects of this role. The position demands strategic oversight to monitor work activities, expenditures, and performance, necessitating thorough communication with company leadership.\n\nIn addition to administrative and operational responsibilities, the Customer Service Manager will lead recruitment, training, evaluation, and performance management functions for the customer service team. This includes promotions, transfers, and disciplinary actions to maintain a high standard of employee engagement and service excellence. The role requires a leader who combines analytical skills with exceptional communication and problem-solving abilities to elevate customer experience and operational effectiveness continuously. Candidates with prior experience in regulated or high-volume customer service environments will find this position particularly fitting. CAI offers a competitive hourly wage of $40 to $45, with compensation tailored according to location, experience, and education. The benefit package includes medical, dental, and vision insurance, 401k retirement plan access, and paid leave in accordance with applicable laws. Individuals committed to excellence in customer service leadership and looking for an impactful career move will find this role aligns perfectly with their aspirations.