Customer Service Manager

ABM•Minneapolis, MN

20d

About The Position

The Customer Service Manager oversees the Customer Care Center (CCC) team across client facilities, providing high-quality customer service and maintaining customer service procedures. The role creates, trains, and mentors a team that acts as an extension of the client, while overseeing staff development and performance, cross-department collaboration, and compliance with policies, procedures, and reporting requirements. The manager develops customer service documentation and training, manages staff and schedules, maintains relationships with clients, customers, and vendors, and monitors customer satisfaction. The position also oversees reporting, incident documentation, and service improvements, and serves as the subject matter expert for departmental access control equipment and related systems. The primary schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with 45–50 expected weekly hours and flexibility for schedule changes based on business needs.

Requirements

Computer literacy, including Microsoft Office Suite.
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 work fluctuating shifts and hours based on business demands; the posting states an expected 45–50 hours per week.

Responsibilities

Provide oversight of the Customer Care Center team and related customer service needs across all client facilities.
Ensure staff follow client requirements, standard operating procedures, policies, and reporting requirements.
Collaborate with departments and vendors to support brand excellence, improvement, cost reduction, and revenue growth.
Report budget variances, technical issues, outages, and other unusual 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.
Develop customer satisfaction goals, mentor the team toward meeting them, address customer concerns, and recommend improvements to processes and procedures.
Assess service statistics and prepare detailed reports; review and sign staff reports for accuracy and timely completion.
Prepare and present proposals and recommendations when new ideas or situations arise.
Ensure incidents are documented and reported promptly to the appropriate manager or department.
Document meetings, training, and counseling, and submit records 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 subordinate roles as needed, delegate responsibilities, and regularly review work.
Conduct meetings and training with each staff level, and mentor and counsel employees as appropriate.
Serve as the subject matter expert on departmental access control equipment and train staff in its proper use.
Troubleshoot and evaluate system dysfunctions, take corrective action, prepare reports, and escalate issues for resolution.
Use applicable computer programs and system functions required for equipment operation and daily business functions.
Conduct competition and rate surveys, assist in developing training programs or procedures, and perform other reasonable assigned duties.