Customer Service Manager

Posted: 05/01/2022

Company Summary


Channel is a leading provider of small business loans and advances utilizing customized technology and business processes. Channel empowers and trains team members at all levels to make quick decisions to service our partners and ensure the flexibility and nimbleness needed to compete in today’s marketplace. If you are motivated by being part of a fast growing, nimble, and diverse organization where you can make a difference every day, Channel is the perfect home for you. We are shaped by people who are enthusiastic, self-motivated, flexible, and team oriented.


Established in 2009, Channel is the only full-service independent lender offering a single source solution for equipment finance and working capital exclusively through equipment finance companies for their small and mid- size business customers. To date, Channel has provided over $900 million in financing to over 10,000 businesses nationwide. The company is headquartered in Minnetonka, MN, with additional offices in Atlanta, GA, Des Moines, IA, and Marshall, MN.


Channel offers a flexible work environment where we encourage innovation and the growth of our team members. Compensation is negotiable and includes a base salary plus a monthly bonus plan designed to support company goals. Benefits include medical and dental plans, a generous PTO policy, an employer-match company 401K plan, life insurance, and long-term disability insurance plan.


Position Responsibilities


The Customer Service Manager position will be responsible for the management of a fast-paced service level environment, with a focus on continued partnership and improvement to support Channel’s continued growth. The manager will act as a liaison between all external and internal customers. The best manager will be self-motivated, team-oriented, and eager to be a part of a rapidly growing business.


Key Tasks


  • Manage team by recruiting, hiring, and training employees
  • Maintain quality service by enforcing quality customer service standards
  • Analyze customer service procedures and recommend process improvements
  • Answer escalated customer communications in a timely manner
  • Manage customer service requests and assist where needed to ensure SLAs are met
  • Manage ACH return process and assist where needed to ensure SLAs are met
  • Manage inbound requests for modification assistance
  • Coordinate inter-departmental responsibilities and enlist efforts of senior management to ensure a timely and effective customer response
  • Prepare daily, weekly, monthly, and ad hoc reports


Skills and Specifications


  • Possess supervisory skills including providing feedback to employees, fostering teamwork, and enforcing standards
  • Exemplifies project management skills
  • Ability to manage a high intensity, customer focused environment
  • Strong verbal and written communication skills
  • Excellent phone etiquette
  • Critical thinker and possesses strong problem-solving skills
  • Ability to work through the organization with key business partners on a day-to-day to hit key metrics and drive process improvements
  • Ability to create and analyze reports from database
  • Ability to discern when confidentiality must be observed
  • Excellent organization skills and attention to detail
  • Ability to prioritize work and shift priorities quickly
  • Ability to work flexible hours around business need


Education and Qualifications


  • 5-7 years’ experience in a high-volume corporate customer service environment
  • Knowledge of billing and collections procedures
  • Must be efficient with Microsoft Suite
  • Bachelor’s Degree
  • Finance, Business, or Communications Degree preferred