Note: The job is a remote job and is open to candidates in USA. Augustine Institute is seeking a reliable and organized Customer Service Manager to oversee daily customer support operations and manage two part-time customer service employees. This role is responsible for ensuring excellent customer experiences through responsive communication, account support, billing assistance, and proactive follow-up with customers regarding payment or account issues.
Responsibilities
- Provide exceptional customer service through inbound phone calls and email support
- Assist customers with account-related questions and updates
- Troubleshoot login and access issues for online platforms
- Respond to billing inquiries and payment-related concerns
- Process and manage customer account payments
- Maintain accurate customer records and account documentation
- Conduct outbound calls regarding failed credit card transactions or missed payments
- Follow up with customers to resolve outstanding account issues promptly and professionally
- Identify at-risk customer situations and escalate or hand off cases when necessary
- Perform daily administrative tasks related to customer accounts and support operations
- Monitor support inboxes, ticket queues, and customer communication channels
- Ensure timely and accurate documentation of customer interactions
- Assist in developing and improving customer service procedures and workflows
- Supervise and support two part-time customer service employees
- Assist with scheduling, training, and performance oversight
- Ensure team members maintain professionalism and high-quality customer interactions
- Help create a positive, collaborative, and efficient work environment
- Maintain KPIs to measure employee performance and analyze opportunities for growth
Skills
- 5+ years of customer service or customer support experience required
- Strong communication skills, both verbal and written
- Excellent organizational and multitasking abilities
- Comfortable handling sensitive customer and billing information
- Proficient with email, phone systems, CRM platforms, and online account management tools
- Ability to remain calm and professional in challenging customer situations
- Prior management or team leadership experience preferred
- Experience with billing systems or payment processing
- Problem-solving mindset with strong attention to detail
- Ability to prioritize tasks and manage multiple responsibilities efficiently
Benefits
- Competitive pay based on experience
- Opportunities for growth and advancement
- Supportive team environment
Company Overview
The Augustine Institute exists to help Catholics understand, live, and share their faith It was founded in 2005, and is headquartered in Greenwood Village, Colorado, USA, with a workforce of 51-200 employees. Its website is https://www.augustineinstitute.org/.