About this Opportunity:

As a Customer Service Manager, you will supervise and coordinates activities and operations of customer service department and staff. The Customer Service Manager provides mentoring, leadership, and business planning objects to supervisor(s) and teams. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

Location:

It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations.

Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs.

In this role, you'll get to:

• Oversee & manage a team of 5 - 15 Customer Service Representatives (CSR I, CSR II, CSR III), including hiring, training, and developing talent; assigning work; conducting performance appraisals; making salary recommendations; coaching; and administering corrective actions as needed

• Mentor and support team members through instruction, real-time feedback, and modeling effective practices that build capability and confidence

• Take escalations from Customer Service Representative(s) III

• Assess team capacity, monitor workload distribution, and optimize resource utilization to meet business objectives and service standards

• Conduct regular one-on-one and team meetings to review priorities, remove barriers, and align efforts toward business goals

• Manage monthly stats for the department

• Send timesheet details to Human Resources

• Identify process improvement opportunities and delivers operational efficiency to support functional and enterprise goals

• Monitor NPS comments and assign callbacks to Customer Service Representatives II or III or specialists as necessary

• Be fluent with the following Salesforce tasks: creating quick texts, creating dashboards, and case queue management.

• Performs other duties as assigned by supervisor

• This is an in office leadership position that follows our company's hybrid work model.

• These duties fall in line with the duty requirements of the FLSA Administrative Exemption

• Foster an inclusive, collaborative environment that encourages open communication, learning, and engagement
  
  

  Skills Needed to Perform the Job

• Must be able to respond to requests and communicate with clients, co-workers, and vendors in person, via telephone, and email.

• Basic competence in duties and tasks of supervised employees.

• Extensive knowledge of the functions and department processes.

• Strong organizational, problem-solving, and analytical skills

• Ability to manage priorities and workflow

• Excellent customer service and interpersonal skills.

• Demonstrated ability to supervise and motivate subordinates.

• Good judgement with the ability to make timely and sound decisions

• Creative, flexible, and innovative team player

• Commitment to excellence and high standards.

• Excellent written and verbal communication skills.

• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

We're looking for talent who:

• Has a High school diploma or equivalent as required

• Has a Bachelor’s degree as preferred

• Has a minimum of three (3) years of call center or customer service experience as required

• Has a minimum of one (1) year of experience working to obtain knowledge of CRM databases as required

• Has minimum of one (1) year of lead or supervisory experience as required

• Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization
  
  

#LI-AP1

#LI-Remote

#LI-Hybrid

Recommended Skills:

Conflict Resolution, Cross-Functional Collaboration, Decision Making, Management Reporting, Performance Management (PM), Project Management, Relationship Management, Risk Management, Strategic Thinking, Technical Proficiency

Salary Range:

$67,262.00 - $100,159.00

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.

About Us

At Orion, we achieve our best work when we support one another, staying personally accountable to each other and the clients we serve. We create a welcoming environment where everyone is respected, valued, and heard. Our commitment to create raving fans ensures we consistently exceed client expectations. Thinking differently is in our DNA—we innovate always, push boundaries, and reject the status quo to deliver transformative outcomes. Together, we support one another and see it through to success, driving our collective achievements and those of our clients.