About Church Hill Classics:

At Church Hill Classics, we’ve proudly handcrafted over two million custom diploma frames, certificate frames, varsity letter frames, and award frames since 1991. Based in Monroe, CT, our female-owned company remains a U.S. leader in premium custom framing—trusted by over 1,500 colleges and universities, honor societies, the U.S. Military, and professional associations.

The Role:

We are looking for a technologically savvy, solutions-oriented Customer Service Manager-in-Training to initially learn our systems and then transition into leading and elevating our customer service operations. This is an opportunity for an experienced Customer Service lead/trainer to invest in the next level of leadership and make a meaningful impact on how we serve customers, support employees, and improve business operations across the organization.

The ideal candidate combines strong customer service background with a passion for process improvement, technology, and team development. After successfully completing the Manager-in-Training Path, you will lead a team of Customer Service Representatives while helping drive operational efficiency through system enhancements, AI-supported tools, training development, and cross-functional collaboration.

If you thrive in a fast-paced environment, enjoy solving problems, and are energized by improving both people and processes, we’d love to discuss this opportunity more with you.

What You’ll Do:

Complete 12 weeks of training and acclimation into leadership responsibilities

• Phase 1: Immersion into and mastery of the Church Hill Classics Customer Service Representative role
• Phase 2: Track KPIs and become an expert in Church Hill Classics systems and procedures
• Phase 3: Identify opportunities to streamline and improve process
• Phase 4: Take the lead in coaching the team

Assist in Leading & Developing the Team

• Assist in the management of day-to-day operations of the Customer Service department, ensuring excellent service across phone, email, chat, and internal support channels.
• Coach, mentor, and develop Customer Service Representatives to support performance, engagement, and professional growth.
• Monitor workloads, response times, and service quality to ensure team and departmental goals are achieved.
• Participate in hiring, onboarding, performance management, employee development, and employee relations activities.

Help Drive Process & Technology Improvements

• Identify opportunities to improve workflows, systems, procedures, and customer experience.
• Partner cross-functionally to design and implement technical and operational solutions that improve efficiency and service delivery.
• Help optimize and maintain AI-driven customer chat tools, ensuring content remains accurate, effective, and aligned with company standards.
• Maintain awareness of website and system performance issues and escalate concerns appropriately.

Support Operational Excellence

• Analyze customer service trends, defects, and product concerns and communicate findings to key stakeholders.
• Assist the customer Service Manager by acting as an additional escalation point for complex or high-impact customer issues.
• Develop and maintain training materials, scripts, knowledge resources, and standard operating procedures (SOPs).
• Support continuous improvement initiatives that strengthen department performance and customer satisfaction.

Why Join Us: Because we’re more than just a manufacturer—we’re storytellers of achievement, innovators of design, and dedicated to delivering craftsmanship that celebrates life's milestones. As part of the Church Hill Classics team you will be part of a brand recognized for excellence and quality, and you will be an active participant in contributing to the growth and success of a company that values precision, creativity, and collaboration.

We also offer fantastic benefits:

• Company Paid Time Off and Sick Time
• Medical, Dental, and Vision Insurance
• Flexible Spending and Dependent Care Accounts
• 401k
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Participation in Perks at Work (discounts on a wide variety of specialty services and everyday items)
• Annual Incentive Payout (amount based on company performance)

Qualifications

What We're Looking For:

• Strong customer service experience, with additional background in training, coaching, or comparable leadership skill.
• Technically savvy with the ability to learn and adapt to systems, tools, AI platforms, and evolving technology.
• Experience improving processes, workflows, or operational efficiency.
• Excellent communication, problem-solving, and organizational skills.
• Ability to balance customer needs with business priorities in a fast-paced environment.
• Strong analytical mindset with attention to detail and follow-through.
• Strong working knowledge of customer service platforms such as Zendesk, ERP systems (eg. Mass500), CRM, AI chat tools, or customer support platforms is highly preferred.
• Skilled at building relationships and positively influencing growth within a team.

Work Experience & Education:

• Bachelor’s degree in business, Communications, or a related field preferred.
• Minimum of 5 years of customer service experience, with a minimum of 1 year leading, coaching, or training preferred.