What are the responsibilities and job description for the Customer Service Manager position at Residential Elevators?
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
