Customer Service Manager
About The Position
We are looking for a strong people leader to manage our centralized Guest Experience team and help deliver a consistent, high-quality experience for guests across our growing network of car wash locations. This role leads the team responsible for handling inbound guest calls, emails, online inquiries, and service-related issues — while improving team performance, identifying recurring guest concerns, and partnering with Operations and other departments to resolve issues that impact the guest experience. This is more than a traditional customer service position. We're looking for a leader who can develop people, establish accountability, use data to identify opportunities, and continuously improve how we support our guests.
Requirements
- 2+ years of experience in customer service, guest experience, call center, hospitality, retail, or another service-based environment
- At least 1 year of leadership, supervisory, or management experience
- Demonstrated ability to coach, motivate, and hold team members accountable
- Strong written and verbal communication skills
- Strong problem-solving and conflict-resolution abilities
- Ability to manage multiple priorities in a fast-paced, high-volume environment
- Comfortable using computers, email, CRM/customer service platforms, and business software
Nice To Haves
- Experience managing a customer service, contact center, or Guest Experience team
- Experience in a multi-location retail, hospitality, automotive, or service-based organization
- Experience using CRM, ticketing, or customer service management platforms
- Experience tracking customer service KPIs and developing SOPs or training programs
Responsibilities
- Lead, coach, motivate, and develop the Guest Experience team
- Establish clear performance expectations and hold team members accountable for results
- Provide ongoing coaching, feedback, and training to improve performance
- Participate in recruiting, onboarding, and training of Guest Experience representatives
- Build a positive, performance-driven team culture
- Oversee inbound guest calls, emails, and online inquiries to ensure accurate, timely, professional responses
- Handle escalated guest concerns requiring additional leadership support
- Identify recurring guest concerns and communicate trends to leadership
- Partner with Operations and other departments to resolve cross-functional issues
- Help turn guest feedback into actionable business improvements
- Monitor guest contact volume and ensure appropriate staffing/coverage
- Track and improve KPIs including response time, resolution time, quality, and guest satisfaction
- Maintain accurate records of guest interactions, escalations, and resolutions
- Develop and implement processes, procedures, and service standards
- Assist with special projects and department initiatives as needed
Benefits
- Voluntary Dental, Vision, and Accident insurance through Mutual of Omaha, available to full-time employees (30+ hrs/week) working for Bluewave and Clearwater, and their eligible dependents
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
