Customer Service Manager

Customer Service Manager Norwalk, CT Job Details $50,000

• $65,000 a year 21 hours ago Qualifications Associate's degree in accounting Employee onboarding Microsoft Excel Operations management Phone communication 5 years Bachelor's degree in finance Bachelor's degree in business Associate's degree in finance Mid-level Improving operational efficiency Performance management Finance Team development Supervising experience Staff training Performance Improvement (PI) Accounting Conflict management Financial services Bachelor's degree in accounting Cross-functional collaboration Onboarding process management Business Associate's degree Escalation handling Leadership Accounting Team motivation (leadership skill) Communication skills Staff development Full Job Description Customer Service Manager•$50,000 $65,000 / Annually•hybrid NJ, CT Financial Leasing Company Job Summary The Customer Service Manager leads and supports the customer service team to ensure a high‑quality customer experience across all stages of the leasing lifecycle.

This role is responsible for overseeing daily operations, managing staff performance, resolving escalated issues, and continuously improving customer service processes within a financial services environment. Key Responsibilities Lead, coach, and develop a team of Customer Service Representatives to ensure consistent, high‑quality service Oversee daily customer service operations, including phone, email, text, and customer portal support Serve as the escalation point for complex or sensitive customer issues and ensure timely resolution Monitor service levels, response times, and customer trends to identify improvement opportunities Collaborate with internal departments (Credit, Accounting, Collections, Operations, and Funding) to support customer and account servicing needs Ensure accurate documentation of customer interactions and adherence to company policies and procedures Assist with training, onboarding, and ongoing development of customer service staff Support the implementation and maintenance of customer‑facing systems and portals Participate in process improvement initiatives to enhance efficiency, compliance, and customer satisfaction Perform other related duties as assigned Required Skills & Abilities Strong leadership and people‑management skills with the ability to motivate and develop a service‑oriented team Excellent verbal and written communication skills, including conflict resolution and active listening Proven ability to manage escalations and resolve customer concerns in a professional and diplomatic manner Strong organizational, analytical, and problem‑solving skills Proficiency in Microsoft Excel and general business systems; ability to learn leasing and servicing platforms quickly Ability to manage multiple priorities in a fast‑paced financial services environment Education & Experience Associate's or Bachelor's degree in Business, Accounting, Finance, or a related field preferred Minimum of five (5) years of customer service experience, including at least two (2) years in a supervisory or management role Prior experience in leasing, finance, or financial services strongly preferred