ImageFIRST

Overview

ImageFIRST is a rapidly growing private equity held, healthcare laundry services business, evolving itself into a top of class, organization with a strong cultural footprint, a focus on continuous improvement and recognition of the need for new levels of discipline and execution, across the company. We are seeking an experienced, high impact Customer Support Manager to join our Support Services team in King of Prussia, PA.

The Customer Support Manager is responsible for overseeing the daily operations of a call center, ensuring efficiency and productivity while maintaining high customer satisfaction. This role involves managing a team of call center representatives, analyzing key performance metrics, and implementing strategies to improve overall performance. The ideal candidate will have strong leadership, problem-solving, and communication skills. They will foster a customer-centric culture while driving operational excellence and team success.

This role will be based at our King of Prussia, PA five days per week.

Responsibilities & Qualifications

Monday - Friday (in office) 8:00am - 5:00pm

Salary: $65,000 - $75,000 (based on experience) + Annual Bonus based on KPIs

Key Responsibilities:

• Monitor call volume, response times, and email correspondences to ensure proper coverage.
• Analyze call abandonment rates and adjust staffing or support as needed.
• Lead a team of customer service representatives.
• Address and resolve customer calls and liaise with our Service teams to meet customers’ needs
• Maintain CRM databases
• Handle Sales Lead distribution via email, intranet and phone
• Integral part of our Net Promoter Score Initiative engaging with existing customers
• Maintain and distribute of Customer Care reports to senior leadership
• Establish SMART performance goals for individuals and teams, offering regular coaching and development to improve KPIs. Assess and adjust goals as necessary to align with evolving business priorities.
• Track key performance indicators (KPIs) such as call resolution time, customer satisfaction, and agent productivity.
• Generate reports and present insights and recommendations for upper management.
• Audit completed service requests to ensure accuracy, consistency, and adherence to operational principles, identifying areas for improvement.
• Lead regular team debriefs, meetings, and training sessions to ensure alignment with company policies, goals, and evolving best practices.
• Address escalated customer issues promptly and effectively to resolve complaints, improve customer satisfaction, and prevent recurring issues.
• Solicit and analyze team feedback to identify trends, risks, and opportunities that could impact operational success, taking proactive steps to address them.

Qualifications:

• 5+ years of experience in customer service leadership in customer support
• College degree strongly preferred
• Proficient in CRM platforms, ticketing systems, and contact center technologies to support efficient service operations. and with Microsoft Office.
• Strong analytical and decision-making skills to handle customer complaints and operational challenges.
• Strong verbal and written communication skills for effective engagement with both customers and cross-functional teams.
• In-depth knowledge of service standards, policies, and best practices to consistently deliver exceptional customer experiences.
• Ability to handle high-pressure situations and quickly adjust to changing customer needs.

Company Values & Benefits

Our Core Competencies:

• Be Respectful: Value all we come in contact with
• Be Remarkable: Create a positive moment with every interaction
• Be Safe: Keep ourselves and those around us safe
• Be Honest: Be guided by truthfulness in all we do

Benefits:

• Weekly pay
• Medical, Dental, Vision
• Pet, Legal, and Hospital Indemnity Insurance
• 401k (match)
• Paid Time Off Package
• Tuition Reimbursement
• Referral Bonus
• Great company culture
• Collaborative team environment

EOE / Drug-Free Workplace

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by applicable law. We are fueled by the talent, passion, and diversity of our associates.