Customer Service Manager - Las Vegas

Duties/Responsibilities

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Monitor Coordinator productivity and provide constructive feedback and coaching.
• Provide direct support to the coordinators; ensure that employees understand their duties or delegated tasks.
• Cookordinate completion of Employee performance reviews along with Direct Report Review and post Timesheets in Bolt.
• Ensure adherence to company policies and procedures and recommend training, correction, or disciplinary actions to Direct Report.
• Facilitate communication from upper management to employees and vice versa.
• Ensure Area Schedule inboxes are well maintained, and protocol followed; verify builder scheduling emails are being received, processed and responded to in an efficient manner and that proper notations are made in Bolt.
• Travel regularly to all Area locations to monitor locations and provide support; identify areas in need of improvement.
• Monitor and assist field payroll activities; facilitate communication between Payroll dept and Area Coordinators.
• Ensure documentation and printing standards are adhered to and provide training and correction where necessary.
• Report any issues/errors with daily systems (Outlook inboxes, websites, printers, Bolt, DOPS).
• Maintain consistency between systems; update information as needed and notify required departments (Bolt, DOPS).
• Verify all employees have arrived for daily shifts and are working on designated tasks; report any late/missing Coordinators.
• In the event of Coordinator absence, assure all tasks are covered and productivity is maintained.

Requirements

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

Qualifications

• Bachelor’s degree preferred.
• 3 years’ experience in a construction environment.
• Previous experience in a supervisory role preferred.