Customer Service Manager

ABM US • Minneapolis, MN

20d • $60,000 - $70,000

About The Position

The Customer Service Manager provides best-in-class customer service to clients and maintains customer service procedures. The role creates, trains, and mentors a team of professionals who act as extensions of the client, and oversees the Customer Care Center (CCC) team across client facilities. The manager provides oversight for staff development and performance, cross-departmental collaboration, and adherence to policies, procedures, and reporting requirements.

The primary schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with an expected 45–50 hours per week. Flexibility in shifts and hours is expected, and schedules may change to meet business demands, major events, staffing fluctuations, and training needs. Schedule changes require approval from the CCC Manager’s direct supervisor.

The manager ensures the CCC team meets client requirements and follows standard operating procedures; collaborates with departments and vendors; oversees customer service documentation, training, reporting, and staff development; and serves as the subject matter expert for departmental access-control equipment and systems. The role also includes troubleshooting system issues, escalating them as needed, and performing other duties as assigned.

The listed salary range is $60,000–$70,000. Applicants may be eligible to participate in a company incentive or bonus program. ABM states that it offers a comprehensive benefits package; details are provided through its benefits information link.

Requirements

• Computer literacy, including Microsoft Office Suite programs.
• A four-year college degree; equivalent experience may substitute for the degree.
• Continuing education credits in management or equivalent.
• Three years of management experience in parking, a call center, or a high-volume customer service role.
• Ability to sit and/or stand for extended periods, reach with hands and arms, write reports, and operate computers and equipment.
• Ability to communicate effectively with customers using intercoms, phone, and email.
• Ability to occasionally lift or move up to 50 pounds.
• Flexibility to accommodate changing shifts and hours based on business demands.

Responsibilities

• Ensure the Customer Care Center team meets applicable client requirements and follows standard operating procedures.
• Collaborate with departments and vendors to support brand excellence, improvement, cost reduction, and revenue growth.
• Report budget variances, technical issues or outages, and other anomalous events.
• Develop customer service documentation for CCC staff and other customer service staff in the parking system.
• Develop and conduct regular training for CCC staff and other customer service staff in the parking system.
• Develop customer satisfaction goals, mentor the team, address customer concerns, and recommend service improvements.
• Evaluate existing processes and procedures and recommend improvements.
• Assess service statistics and prepare detailed reports on findings.
• Review and sign required staff reports, ensuring they are accurate and timely.
• Prepare and present proposals and recommendations for changes.
• Ensure incidents are documented and reported promptly to the appropriate manager or department.
• Document meetings, training, and counseling, and submit documentation to HR for employee files.
• Hire, train, and develop CCC agents and supervisors.
• Maintain employee schedules and anticipate adjustments based on system trends and events.
• Perform tasks and duties of subordinate roles, delegate responsibilities, and regularly review work.
• Conduct regular meetings and training with each level of staff; mentor and counsel staff as appropriate.
• Serve as the subject matter expert on departmental access-control equipment and systems, and train staff in their proper use.
• Troubleshoot and evaluate system dysfunctions, take timely corrective action, prepare reports, and escalate issues to the appropriate departments.
• Use relevant programs and change available system functions that operate equipment or support daily business functions.
• Conduct competition and rate surveys and assist in developing training programs, processes, and procedures.
• Complete other reasonable tasks requested by the manager.
• Work the primary Monday–Friday 8:00 a.m.–5:00 p.m. schedule and accommodate schedule fluctuations as required by business needs; expected weekly hours are 45–50.

Benefits

• Comprehensive benefits package; details are available through ABM’s benefits information link.
• Potential eligibility to participate in a company incentive or bonus program.

What This Job Offers

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