What are the responsibilities and job description for the Customer Relations Manager II position at The Exchange?
Job Description
Plans, manages, and directs the operational and special support elements of a call center. May also supervise a staff of call center supervisors. Maintains and enhances total customer service and satisfaction.
Job Grade
4
Job Tier
3
Career Area
Financial Management
Supervisor
Yes
Job Qualifications
Five years of customer service managerial experience supervising a large team or teams with multiple supervisory levels is required.
OR
Bachelor's degree with three years of customer service managerial experience supervising a large team or teams with multiple supervisory levels is required.
Degree (one Of)
Work – Onsite (HQ – Dallas, Texas)
Manages direct daily Exchange credit call center operations.
Develops/directs staff.
Identifies complex problems relating to call center operations and develops options and implements solutions.
Oversees congressional inquiries/customer comments and contacts customers on behalf of the Exchange Credit Program to resolve difficult or sensitive customer service issues, inquiries, or disputes.
Performs other duties as assigned.
Work Challenges
24/7 365 days a year
Job Type
Management
Number of Positions Remaining
1
12-Oct-2026
Plans, manages, and directs the operational and special support elements of a call center. May also supervise a staff of call center supervisors. Maintains and enhances total customer service and satisfaction.
Job Grade
4
Job Tier
3
Career Area
Financial Management
Supervisor
Yes
Job Qualifications
Five years of customer service managerial experience supervising a large team or teams with multiple supervisory levels is required.
OR
Bachelor's degree with three years of customer service managerial experience supervising a large team or teams with multiple supervisory levels is required.
Degree (one Of)
- BACHELORS DEGREE - Preferred
- ACCOUNTING - Preferred
- BUSINESS ADMINISTRATION - Preferred
- BUSINESS MANAGEMENT - Preferred
- ECONOMICS - Preferred
- FINANCE - Preferred
- ACCOUNTANT (CPA) - Preferred
- CERT MGMT ACCT (CMA) - Preferred
Work – Onsite (HQ – Dallas, Texas)
- Remote/Telework not authorized per Presidential Memorandum “Return to In Person Work”
- PCS Not Authorized/LSP Not Authorized
- EXCEL - BEGINNERS/INTERMEDIATE LEVEL - Required
- MICROSOFT OUTLOOK - Required
- MICROSOFT WORD - Required
- ACCESS - Preferred
- MICROSOFT POWERPOINT - Preferred
- SCHEDULING SOFTWARE - Preferred
Manages direct daily Exchange credit call center operations.
Develops/directs staff.
Identifies complex problems relating to call center operations and develops options and implements solutions.
Oversees congressional inquiries/customer comments and contacts customers on behalf of the Exchange Credit Program to resolve difficult or sensitive customer service issues, inquiries, or disputes.
Performs other duties as assigned.
Work Challenges
24/7 365 days a year
Job Type
Management
Number of Positions Remaining
1
12-Oct-2026