Customer Service & Account Manager

Happy Floors•North Miami Beach, FL

just now•Hybrid

About The Position

The Customer Service & Account Manager is responsible for overseeing advanced Customer Service operations, managing Senior Customer Service Representatives, Account Specialists, and supporting strategic customer and sales-related operational initiatives. This role serves as the primary operational partner to Sales Representatives and internal departments for escalated customer matters, complex projects, high-value accounts, and service recovery situations. The Customer Service & Account Manager focuses on protecting customer relationships, improving account-level service execution, and ensuring cross-functional coordination across Customer Service, Sales Support, Logistics, and Operations. This role combines leadership, escalation management, and relationship-focused operational support to strengthen customer retention and business continuity.

Requirements

Bachelor’s degree preferred in Business, Operations, or related field
5+ years of Customer Service or Sales Support Experience
2–4 years of leadership or workforce management experience preferred
Strong experience managing escalations and strategic customer situation
Strong background in QA, coaching, and KPI management
ERP/CRM experience preferred (Great Plains, Zendesk, 4Voice)

Responsibilities

Oversee advanced Customer Service activities and complex operational matters
Manage escalated customer situations and ensure timely resolution
Support better experience of high-level customers with high business impact (Elite and A customers)
Ensure customer communication remains professional, proactive, and solution-oriented
Identify recurring service issues and implement corrective actions
Develop, review, and modify goals and incentive programs which will motivate employees, encourage teamwork, and produce the most desired results for the company and customers.
Monitor procedures or implement for standards to increase while ensuring efficiency integration and utilization of resources to meet established goals, metrics, and objectives.
Act to ensure that there are effective and efficient systems in place of handling complaints and compliments.
Coach and mentor staff, provide and promote professional growth through staff development and in-service training.
Monitor workflow prioritization, responsiveness, and service execution quality
Reinforce accountability and operational consistency within the team
Effective recruitment efforts to establish and maintain staffing scheduling requirements as well as the company objectives behind world class customer service are met.
Review individual and group performance goals while conducting formal performance evaluations and coach or take disciplinary action as necessary.
Prepare and provide weekly accomplishments as well as upcoming week focus point by outlining daily, weekly, and monthly performance, observations, suggestions, trends, and opportunities including budgeting and forecasting.
Serve as a primary operational support partner for Sales Representatives and Regional Managers
Assist Sales teams with customer escalations, service recovery, and operational coordination
Support large projects, strategic customer initiatives, and account follow-up activities
Coordinate internally to ensure customer expectations and operational capabilities remain aligned
Provide visibility and communication to Sales regarding customer-impacting operational matters
Partner closely with Sales Support on pricing clarifications, special orders, and account-related concerns
Collaborate with Logistics, Warehouse, Purchasing, Credit, and Operations teams to resolve customer-impacting issues
Support alignment between pre-order and post-order customer experience processes
Support Customer Service Performance Manager responsibilities upon operation’s needs.
Other tasks might be assigned upon Business need.
Support implementation and enforcement of SOPs and service standards
Identify opportunities to improve customer experience and operational workflows
Assist leadership with KPI reporting, service trend analysis, and operational planning
Support customer retention efforts through proactive issue resolution and relationship management