American Passport & Visa International

Washington, DC

Customer Service Manager


·        Improve customer service experience, create engaged customers and facilitate organic growth

·        Take ownership of customers issues and follow problems through to resolution

·        Set a clear mission and deploy strategies focused towards that mission

·        Develop service procedures, policies and standards

·        Keep accurate records and document customer service actions and discussions

·        Analyze statistics and compile accurate reports

·        Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment

·        Keep ahead of industry’s developments and apply best practices to areas of improvement

·        Control resources and utilize assets to achieve qualitative and quantitative targets

·        Adhere to and manage the approved budget

·        Maintain an orderly workflow according to priorities


·        Proven working experience as a customer service manager or assistant manager

·        Experience in providing customer service support

·        Excellent knowledge of management methods and techniques

·        Proficiency in English

·        Working knowledge of customer service software, databases and tools such as Salesforce and ZenDesk

·        Proficiency in Microsoft Office & Google Suite

·        Awareness of industry’s latest technology trends and applications

·        Ability to think strategically and to lead

·        Strong client-facing and communication skills

·        Advanced troubleshooting and multi-tasking skills

·        Customer service orientation

·        BS degree in Business Administration or related field


Since 2003, APVI has provided expedited US passport and travel visa processing services to individual and corporate travelers. We are registered with the US Passport Agency and with over 90 embassies.

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Trusted by the World's Largest Brands

Leading Fortune 500 companies and tour operators depend on APVI to expedite their U.S. Passports and Travel Visas!