Customer Service Manager

Description

Key Responsibilities

• Direct the day-to-day operations of the customer service call center.
• Lead and manage a team of Customer Service Representatives.
• Recruit, hire, train, and develop staff to deliver superior customer service.
• Draft, implement, and enforce policies, procedures, and service standards.
• Establish performance metrics and reporting systems; analyze customer feedback and trends.
• Resolve escalated customer issues promptly and effectively.
• Implement quality assurance programs and continuous training for new and tenured staff.
• Collaborate with other departments to align customer service initiatives with company objectives.
• Identify and recommend technology, process, or equipment improvements.
• Develop and manage the customer service department budget.
• Prepare reports and deliver insights to executive leadership.

Requirements

Qualifications

• Minimum 3 years of management experience in an unscripted call center environment (required).
• 5+ years of customer service leadership experience (preferred).
• Prior leadership in a technical product industry with multi-state territories (preferred).
• Bachelor’s degree preferred but not required.
• Proficiency in Microsoft Office Suite and CRM systems (Salesforce strongly preferred).
• Exceptional written and verbal communication skills.
• Strong interpersonal, organizational, analytical, and problem-solving skills.
• Ability to lead teams, manage performance, and drive service excellence.

Work Location

• This position is based at our Tallahassee, FL home office.
• Candidates located in Leon County, FL; Wakulla County, FL; Grady County, GA; or Thomas County, GA will be given primary consideration.
• Relocation assistance is not provided.

Why Join Us?

At Residential Elevators, you’ll be part of a team that values innovation, craftsmanship, and service. 

We provide opportunities for growth, a collaborative environment, and the chance to lead a department that directly impacts customer satisfaction and company success.

Additional Information

• Residential Elevators is a drug-free workplace.
• We are an Equal Opportunity Employer