Call Center Operations Manager Jobs in Springfield, MA

Onsite Training Class: October 12, 2026 8:30am-5:00pm EST M-F

Full Time Position(s) - Hybrid Schedule after 90 days

Site Location: 1 Griffin Rd N, Windsor, CT 06095

Work Shifts available based on business needs

Our center is open from 7:00am- 8:00pm EST and Saturday 7:00am-3:30pm EST

I. Job Summary

The Customer Service Rep I - This entry level role operates within a full-service National Accounts contact center, delivering end-to-end support for a wide range of customers across diverse and complex industries. As the primary point of contact, the representative manages customer interactions across phone, chat, and email, owning service requests from intake through completion. The role requires accurate execution, timely resolution, and consistent, seamless customer experience across all channels.

II. Essential Duties and Responsibilities

• Manage customer interactions across phone, chat, and email, ensuring timely and accurate resolution from intake through completion.

• Manage customer requests, including account inquiries, service scheduling, modifications, and new service setup, from intake through completion, providing updates, follow-up, and clear expectations throughout the resolution process.

• Execute service requests in alignment with established processes, procedures, and guidelines.

• Document all customer interactions, requests, and updates accurately within systems of record.

• Coordinate with internal teams and partners to resolve service issues, ensuring appropriate follow-up and follow-through.

• Identify and escalate complex or non-standard issues through established escalation paths.

• Utilize internal CRM and other internal systems to access information, process requests, and maintain accurate customer records.

• Maintain performance aligned with contact center standards, including quality, productivity, safety, and service level agreements (SLAs).

• Perform additional job-related responsibilities as assigned.

III. Qualifications

A. Required Qualifications

• High School Diploma or GED (accredited)

• 1+ yr of Customer Service Experience

B. Preferred Qualifications

• 1 + yr Customer Service Experience in Contact Center or high volume service environment

Knowledge, Skills and Abilities

• Knowledge of customer service principles and practices within a contact center environment.

• Knowledge of service request handling, issue resolution, and escalation processes.

• Knowledge of CRM systems, customer information systems, and business applications (Microsoft suite of Products) used to support customer interactions.

• Strong verbal and written communication skills across phone, chat, and email channels.

• Ability to assess customer needs, gather information, and proactively communicate updates, expectations, and next steps.

• Strong problem-solving skills with the ability to identify solutions and escalate issues appropriately.

• Strong organizational and workload management skills with the ability to prioritize competing demands and meet service level agreements (SLAs).

• Strong technical, typing, and documentation skills with the ability to navigate multiple business applications, research customer information, maintain accurate records, and execute service requests in real time.

• Strong attention to detail and commitment to quality, accuracy, and compliance.

• Demonstrated accountability and ownership for managing customer requests through resolution and follow-through.

?Ability to manage multiple customer interactions and priorities in a fast-paced, multi-channel environment while maintaining customer commitments.

?Ability to coordinate effectively with cross-functional teams and adapt to changing priorities, processes, technology, and business needs to achieve customer and operational objectives.

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

? Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Pay: The expected base pay range for this on-site position is $17.50 - $23.64. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

V. Benefits

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.

Equal Opportunity Employer: Minority/Female/Disability/Veteran