Customer Service Manager 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