Hybrid Customer Service Manager at AYS, Inc

Description

The Customer Service Manager is responsible for ensuring a positive, responsive, and professional experience for all families, participants, and community partners involved with AYS. This role oversees all front-line customer service operations, manages communication channels, and ensures the program maintains high standards of service, safety, and participant satisfaction. The Customer Service Manager also supports program staff in delivering excellent service and resolving any concerns quickly and effectively. 

Program Operations

· Oversee all customer-facing interactions, ensuring families, staff and community partners receive timely, accurate, and friendly service. 

· Assist with oversight of customer service ticketing system

· Train, coach, and support program staff on customer service best practices. 

· Develop and implement service standards and protocols to maintain a welcoming and supportive environment. 

· Support CEO, Chief of Staff and AYS leadership as needed with clerical and organizational support needs 

· Assist with registration, billing inquiries, attendance tracking, and account updates.

· Ensure all participant records are accurate, confidential, and up-to-date in accordance with organizational policies and state guidelines.

· Prepare customer service reports for leadership review.

· Demonstrated ability to work effectively with children, parents, and diverse community members.

· Strong verbal and written communication skills, with a warm and approachable demeanor.

· Skilled in conflict resolution and problem-solving in a family-friendly, solution-focused manner.

· Ability to maintain confidentiality and handle sensitive information appropriately.

· Support state and federal regulatory requirements

· Assist with new hire orientation and staff professional development preparations 

 
Leadership

· Communicates respectfully with all stakeholders to ensure situational understanding

· Serve as a positive and guiding force that supports AYS’s mission, vision, and values.

· Uphold the AYS brand by exhibiting professionalism and empathy

Administrative 

· Attend and participate in regularly scheduled individual, team, organization, and project meetings/activities. 

· Support enrollment and payment system data entry and quality control 

· Oversee customer service survey process and reporting 

· Support translation and communication services 

· All other duties as assigned
 

Compliance and Training

· Maintains compliance with federal, state, and local employment laws and regulations

Requirements

· Associate degree or bachelor’s in communication, human services, or related field (or equivalent experience).

· 3+ years of experience in customer service, preferably in youth programs, recreation, or education settings.

· Strong interpersonal, communication, and conflict resolution skills. Bilingual candidates preferred. 

· Ability to multitask and stay organized in a fast-paced environment.

· Proficiency in Microsoft Office and customer management software.

· Commitment to youth development and a family-friendly environment.