Customer Service Manager

About the Role

The Customer Service Manager leads the Miami and Tampa customer support team to deliver exceptional service and ensure customer satisfaction across a fast-paced, high-volume market. This role involves developing service strategies suited to a bilingual, high-growth customer base, managing daily operations, resolving escalated issues and driving continuous improvement. This role is perfect for an individual with leadership and team development abilities, detail-oriented with excellent communication skills and comfortable navigating the pace of South Florida's construction and glazing industry. A vital member of the OBE team, this is an opportunity to build a career with an industry leader in a top-tier growth market.

Responsibilities

• Manage employees by communicating job expectations, coaching, counseling, reviewing and enforcing policies and procedures
• Handle escalated customer complaints and complex inquiries, including time-sensitive requests tied to hurricane-season and impact-glass project deadlines
• Monitor KPI's such as response time, resolution rate and customer satisfaction
• Conduct training sessions and performance evaluations
• Collaborate with various teams including sales and operations, including local branch and regional leadership
• Prepare reports for senior leadership on service metrics and trends
• Serve as a key point of contact for contractor, architect and builder network, supporting the region's ongoing commercial construction demand

Qualifications

• 5+ years of experience in customer service, with 2+ years in a leadership role
• Proficiency in CRM platforms and support software
• Ability to win respect and influence at all levels of the organization and stakeholders
• Bilingual (English/Spanish) proficiency strongly preferred
• Strong analytical, data-driven decision-making skills; familiarity with KPI dashboards & performance analytics

Benefits

• Industry competitive benefits at the lowest cost to the employee
• Work-life balance – PTO and holidays, including floating holidays you can choose
• A pay-for-performance culture with potential for annual raises and bonuses
• Training – We will equip you with the knowledge and skills you need to succeed