Service Operations Manager

Residential Elevators-posted 2 months ago

Full-time

Tallahassee, FL

101-250 employees

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Residential Elevators is a national leader in custom home elevators. With a commitment to safety, service, and quality, we are dedicated to providing homeowners with elevators that enhance both lifestyle and design. We are seeking an experienced Service Operations Manager to lead our customer service team and elevate the client experience across every touchpoint. The Service Operations Manager is responsible for overseeing the daily operations of our customer service department, including call center management, staff leadership, training, and performance improvement. This role will ensure compliance with policies and standards, implement high-level service metrics, and develop strategies to reduce response times and exceed customer expectations. The ideal candidate has extensive leadership experience in customer service, preferably in a technical product environment with multi-state coverage.

Direct the day-to-day operations of the customer service call center.
Lead and manage a team of Customer Service Representatives.
Recruit, hire, train, and develop staff to deliver superior customer service.
Draft, implement, and enforce policies, procedures, and service standards.
Establish performance metrics and reporting systems; analyze customer feedback and trends.
Resolve escalated customer issues promptly and effectively.
Implement quality assurance programs and continuous training for new and tenured staff.
Collaborate with other departments to align customer service initiatives with company objectives.
Identify and recommend technology, process, or equipment improvements.
Develop and manage the customer service department budget.
Prepare reports and deliver insights to executive leadership.

Minimum 3 years of management experience in an unscripted call center environment (required).
5+ years of customer service leadership experience (preferred).
Prior leadership in a technical product industry with multi-state territories (preferred).
Bachelor’s degree preferred but not required.
Proficiency in Microsoft Office Suite and CRM systems (Salesforce strongly preferred).
Exceptional written and verbal communication skills.
Strong interpersonal, organizational, analytical, and problem-solving skills.
Ability to lead teams, manage performance, and drive service excellence.

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