Customer Service Manager - Las Vegas

Strada Services Careers • Henderson, NV

1d • Onsite

About The Position

The Area Support Manager will oversee and assist customer service Coordinators in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

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.
• 3 years’ experience in a construction environment.

Nice To Haves

• Bachelor’s degree preferred.
• Previous experience in a supervisory role preferred.

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.
• Assist with the on-boarding and training of new employees
• Coordinate 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
• Ensure departmental performance goals and deadlines comply with the company’s plans and vision and communicate them to Coordinators.
• 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.

Benefits

• Competitive Pay Rates, paid EVERY Friday
• Opportunities for Advancement
• Paid Time Off (PTO) – Start accruing on Day 1!
• Comprehensive Benefits Package available 1st of the month after 30 days, including: Health, Dental, and Vision Insurance
• Employee Assistance Program (EAP)
• Life Insurance and AD&D
• Company-Paid Basic Life Insurance for ALL Employees
• Educational Assistance
• 401(k) Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level