Customer Service Manager

Job Overview

What Drives You?

  • Succeeding and making major contributions?
  • The opportunity and support to maximize your potential?
  • Working with an organization that makes you proud?
  • Collaborating and thriving as part of a team?

We Share Your Drive

At SilverRock, we set out to simplify the overly complex and frustrating world of warranties. Drawing on a wealth of experience from extensive years in auto sales, finance, and after sale vehicle service contracts. We have built a unique company which offers straightforward and cost-effective warranty solutions. We deliver prompt services, combined with direction and expertise through live interactions with our Customer Service Team.

SilverRock is looking for a Customer Service Manager that will oversee a team of Customer Service Representatives and believes in development, training, and balancing people and initiatives. The Customer Service Manager will be responsible for working with the organization to hire, train, motivate, and develop their team. This manager will help establish operational strategies to most effectively use technologies and resources available. This position also requires interfacing and maintaining relationships with customers, our business partners, and a multitude of vendors.  Additional responsibilities will include building relationships with other internal business leaders and collaborating to improve efficiencies, effectiveness, and ultimately the overall customer experience. The manager will also closely monitor and implement industry best-practices.


SilverRock is more than a company. We are a true team of strong, highly motivated performers, committed to ensuring the success of each customer and of each professional. If you have a real passion for continual learning and growth, are flexible enough to handle various roles, and feel compelled to do what you know is right, we may have an excellent opportunity for you.

Job ID# 26735
Location: Mesa, Arizona
Interest: Operations
Type: Regular Full-Time
Post Date: 6/7/2019

A Day in the Life of a Customer Service Manager

  • Develop and train employees in Customer Service, while supporting the Learning Organization environment to provide excellent service to both internal and external customers, while meeting performance targets and goals. Team engagement, coaching, and development of all employees is critical
  • Ensure that goals are set daily for the team to maximize short-term and long-term success
  • To maintain composure and drive positivity during high call volume days and assist with customer escalations
  • Monitor and review work of Seniors and Customer Service Representatives to ensure it is within company policy. This includes measuring the use of tools such as QA results and side-by-side monitoring in order to create development plans to address any deficiencies
  • Evaluate performance of direct and indirect reports and provide feedback consistently and in a timely manner (including but not limited to annual and semi-annual performance evaluations) based on both observations of performance and behavior and the review of company statistics
  • Ensure all company-wide initiatives are implemented in a way that elicits buy-in from direct and indirect reports, maximizes impact, and contributes to meeting or exceeding company goals
  • Ensure effective recruiting, screening, interviewing, and hiring processes are in place to attract the targeted candidates that ensure the SilverRock culture
  • Provide proactive leadership to the team to achieve high levels of customer service in a manner consistent with SilverRock’s vision and values
  • The duties and responsibilities listed are intended to provide general guidelines and parameters for the job and are not intended to be a comprehensive, detailed description of the job


Enjoy the Rewards and Benefits 

  • Money: Great competitive pay.
  • Benefits: Excellent medical, dental and vision plans (after just 30 days). 401k match & tuition reimbursement.
  • Schedule: Expect a 40-hour schedule that allows everyone to work with customers during peak times.
  • Future: We are a unique, highly motivated, start-up company with strong ties to widely respected, nationwide organizations. We have a strong culture of promoting from within. This isn’t a job - it’s a career.


  • Bachelor’s Degree preferred
  • Progressive track record with 3+ years of managerial experience
  • Call center and/or team management experience
  • High emotional intelligence to navigate an escalated call center environment
  • Passion for ongoing development of people and assessment of talent
  • Strategic focus with strong analytical skills and problem solving abilities
  • Excellent motivation and team building skills
  • Possess the energy and drive to accomplish goals, meet deadlines, and find solutions 
  • Adaptable and flexible to change. Be comfortable with being uncomfortable


Hiring is contingent upon successful completion of our background and drug screening process.

SilverRock is a drug-free, tobacco-free workplace.


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