Customer Service Manager

Reports to: General Manager
Location: 11110 Goodnight Lane Suite 100 Dallas, TX 75229

About the role

The Customer Service Manager trains, manages and supports a team of Customer Service Representatives and oversees day-to-day activities to ensure operational excellence in all departmental processes while promoting the family-like culture of Real Floors.

Responsibilities

• Oversees the day-to-day activities of the Customer Service Department
• Provides constructive feedback and effectively coaches and develops direct reports
• Processes new orders via telephone, email, and our online customer portal
• Effectively manages incoming calls while simultaneously working in our computer system
• Provides solutions to customer or internal issues in real time, and guides direct reports in doing the same
• Ensures that questions and complaints are addressed timely, correctly and thoroughly
• Conducts research and provides appropriate solutions and/or alternatives, and develops these abilities in each direct report
• Promotes strong cross-departmental communication and collaborative problem resolution
• Reviews subcontractor work orders and ensures orders are billed accurately
• Conducts individual performance evaluations
• Works with the GM and HR in hiring/terminations
• Manages interpersonal conflicts as needed
• Performs all other duties assigned by management

Requirements

• 1+ year of proven management experience / can demonstrate prior team supervisory experience
• Employs an approachable "coaching" management style to lead and develop team members
• Professional, effective communication skills (verbal and written)
• Experience in establishing and fostering a positive workplace culture
• Skilled in having the difficult conversations, when needed, to address performance or other issues
• A proactive, collaborative problem solver focused on finding the "win" for all stakeholders
• Proficient using technology on the job (email, data input, etc.)
• Experience using Word, Excel, Google Drive and Gmail is a plus
• Strong follow-up skills, detail oriented, organized and able to multi-task effectively
• Prior flooring product and/or industry knowledge is a plus, but is not required

Benefits

• Paid Holidays
• Paid Time Off (PTO) - Vacation, sick & personal time
• Free Life Insurance
• Free Short-term and Long-term Disability Insurance
• Health Care Insurance - Company pays most of the cost
• Dental & Vision Care Insurance options
• 401(k) Retirement Savings Plan + generous company match
• Annual Bonus Potential
• Fitness Membership Reimbursement
• Employee Referral Bonus
• Employee Discount Purchase Program

Schedule

Full-Time | Monday – Friday | 8:00am-5:00pm or 9:00am-6:00pm