Service Operations Manager at Residential Elevators

Description

About Us

Residential Elevators is a national leader in custom home elevators. With a commitment to safety, service, and quality, we are dedicated to providing homeowners with elevators that enhance both lifestyle and design. We are seeking an experienced Service Operations Manager to lead our customer service team and elevate the client experience across every touchpoint.

Position Summary

The Service Operations Manager is responsible for overseeing the daily operations of our customer service department, including call center management, staff leadership, training, and performance improvement.

This role will ensure compliance with policies and standards, implement high-level service metrics, and develop strategies to reduce response times and exceed customer expectations.

The ideal candidate has extensive leadership experience in customer service, preferably in a technical product environment with multi-state coverage.

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.

· Residential Elevators is a drug-free workplace.

· We are an Equal Opportunity Employer.

· Veterans welcome to apply