About this Opportunity:

As a Customer Service Manager, you will supervise and coordinate activities and operations of customer service department and staff. The Customer Service Manager provides mentoring, leadership, and business planning objectives 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:

Candidates must work in-office at one of the following locations for at least 3 days per week: Lehi, UT

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 deliver 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.
Perform 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 works effectively with people at all levels in an organization

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.