PrismHR · 1 day ago
Customer Service Manager
Rolling Meadows, IL
Full-time
Onsite
Senior Level
5+ years expPrismHR is the fastest-growing marketer of gun safes, home vaults, and steel cabinets in North America. They are seeking a Customer Service Manager to lead and optimize their Customer Service and Parts & Shipping teams, ensuring operational excellence and a collaborative team environment.
Cloud ComputingHuman ResourcesSaaSSoftware
Hiring Manager
Emily Cotes
Responsibilities
Foster a culture of accountability and inclusion for CSRs and Parts/Shipping staff. You will lead onboarding, job shadowing, and refresher training to ensure world-class service
Manage day-to-day case management, staff scheduling, and workload distribution
Oversee the Parts and Shipping function from end to end—managing order processing, carrier coordination, inventory usage, backorders, and warranty-related shipments
Implement and refine tools like Salesforce (Case Flows) and Dialpad (Phone System) to drive efficiency and accurate reporting
Monitor KPIs including call handling and CSAT scores. You will present these insights and emerging trends directly to the Executive Team
Lead large-scale initiatives, such as the Salesforce SOW project, to streamline order accuracy and customer outcomes
Qualification
Required
Minimum of 5 years managing in a Contact Center environment
Bachelor's degree in Business, Communications, or a related field
Advanced experience with CRM and phone systems (Salesforce and Dialpad preferred)
A 'leads up, leads across, and leads down' mentality
Strong ability to interpret data, generate reports, and present actionable insights
Excellent business acumen with a tenacious, 'fast-paced dot-connector' approach to problem-solving
Preferred
Experience with Salesforce and Dialpad
Benefits
401(k) plan with company match
Comprehensive family medical, dental, and vision programs
Generous Paid Time Off (PTO)
Company
PrismHR
PrismHR is the largest payroll and HR software platform for professional employer organizations and administrative service organizations.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-12-02Acquired
2014-09-24Private Equity
Leadership Team
Adam Van Beek
Chief Innovation Officer
Michael DeLessio
Chief Of Staff
Recent News
2023-12-20
Yahoo Finance
2023-12-20
Company data provided by crunchbase