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Customer Service Manager

Phoenix, AZ

11.5 Months

Full-Time $17-$22/hr

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Posted: Jun 25, 2026

Ref: RKCAPA254

Position Overview

Job Duties:
Carries out supervisory responsibilities in accordance with client’s core values, policies, applicable standard work, and applicable laws.

Responsibilities include:
Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding of new employees
Planning, assigning, coordinating and overseeing daily work of direct reports in alignment with strategic, operational, and tactical priorities of the organization
Conducts regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching and mentoring
Setting reasonable stretch performance goals and conducting mid-year and annual performance appraisals
Recognizing and rewarding performance excellence, culture championship, and continuous improvement efforts
Communicating and enforcing client policies and programs
Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership and Human Resources as appropriate.

Skilled in:
Excellent customers services acumen and skills
Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel, PowerPoint; and in the use of Google Suite applications such as GMail, Sheets, Docs, and Drive.
Proficient in the use of various client databases and applications such as the Customer Service Center (Ticketing System), CUIC Reports (call routing and call flow), Engage (call recording system) and Finesse (agent logged time

Upskill Opportunities
Learn client policies and procedures
Master client, and team goals and objectives
Understanding of License & Registration and Collections processes for all tax types
Knowledge of theories and practices of good customer service and phone etiquette
Understanding of basic accounting principles and mathematical functions
Understanding of key production leading and lagging indicators in customer experience solutioning;

Ability to:
Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
Ability to establish and maintain an inclusive and innovative environment that collaborates and empowers others to be engaged in the mutually beneficial outcome
Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed.

Must-see Skills:
Minimum of 2 years leading/managing a frontline phone team in a fast paced Call Center environment (not a team lead)
Minimum of four (4) years’ related experience in customer service, legal, financial, tax, banking, or similar field of work
Strong verbal, written, and listening communication skills
Excellent customers service acumen and skills
Excellent interpersonal skills and demeanor
Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations
Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority

Selective Preference:
A Bachelor's degree in business or related
Experience with Continuous Improvement, Six Sigma and/or LEAN

Notes:

Hybrid Schedule (25% Onsite):
As business needs dictate, it is mandatory to come into the office for the following reasons:
Day 1 of New Employee Orientation
Mandatory meetings
IT issues
Based on performance
Return of equipment if you have a voluntary/involuntary separation, as it is client property
Other Leadership specified times

Call Center Hours are 7 AM-6PM - closing shifts can be working through 6:15 PM. 8:30-5 is only for the 4-week training period
Individuals hired into this Manager/Leader role must also be the dedicated Manager for all Saturday 4hr shifts.
Currently, we provide service 2 Saturdays a month from 8 a.m. to 12 p.m., but this will increase to every Saturday as call volumes grow.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Trusted by 100+ Fortune 500 Companies

Competitive Benefits

Your well-being Matters

Health & Future Fully Covered

At VIVA, employee well-being is paramount. Our comprehensive benefits package ensures your health, financial security, and quality of life are always prioritized.

Health Insurance

VIVA provides employees access to a comprehensive group health insurance plan (Medical, Dental, Vision, Basic Life, Term Life, and Accidental Death) through our flexible PPO plan-allowing you the freedom to choose healthcare providers.

401(k) Retirement Planning

Plan securely for your future with automatic payroll deductions into a tax-advantaged 401(k) retirement plan, including employer-matching contributions for eligible employees.

Performance Bonuses & Referrals

Earn performance-based bonuses and generous referral incentives of up to $500 when recommending talented candidates who become part of the VIVA family.

Biweekly Direct Deposit

Enjoy timely and convenient payroll with biweekly direct deposit to your chosen financial institution. Biweekly Direct Deposit

VIVA Perks Program

Access exclusive employee discounts and savings on electronics, travel, groceries, apparel, and more through our dedicated VIVA Perks Program.

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