Customer Service Manager

Oldcastle BuildingEnvelope • Houston, TX

7h

About The Position

The Customer Service Manager leads the customer support team to deliver exceptional service and ensure customer satisfaction. This role involves developing service strategies, 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. A vital member of the OBE team, this is an opportunity to build a career with an industry leader.

Requirements

• 5+ years of experience in customer service, with 2+ years in leadership role
• Proficiency in CRM platforms and support software
• Experience in data analysis and performance tracking
• Ability to win respect and influence at all levels of the organization and stakeholders

Responsibilities

• Manage employees by communicating job expectations, coaching, counseling, reviewing, and enforcing policies and procedures.
• Handle escalated customer complaints and complex inquiries
• 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
• Prepare reports for senior leadership on service metrics and trends

Benefits

• Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
• Work-life balance – PTO and holidays, including floating holidays you can choose
• Compensation that rewards your hard work – 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees