Customer Service Manager

Company: Real Floors
Location: Pompano Beach
Posted on: January 26, 2023

Job Description:

JOB TITLE: Customer Service ManagerLOCATION: Pompano Beach, FLREPORTS TO: General ManagerHOURS: Monday - Friday (Day Shift)GREAT NEWS!! Real Floors is now the #1 multi-family flooring provider in the country!We're growing our team in Pompano Beach, FL and need a top-notch CUSTOMER SERVICE MANAGER to join our team!This is a ground floor opportunity for a "rock star" Customer Service Manager in Pompano Beach - maybe that's YOU! Are you an experienced, customer-focused leader? Do you want to grow a fun, high energy team from the ground up, and help a great company be even more successful? The keys to your success will be:Your positive, "can do" attitudeYour enthusiasm for working in a fast-paced environmentYour knack for easily handling frequently changing prioritiesYour talent for leading a team of diverse personalitiesThe ability to easily learn new computer systems with on-the-job training.Our ideal candidate is a proactive problem solver - if something needs to get done, you take the initiative; the phrase "it's not my job" is not in your vocabulary! The right person wants to shine both as an individual contributor, as a team leader, and as a strong team player.JOB OVERVIEW:The Customer Service Manager trains, manages and supports a small team of Customer Service Representatives and oversees day-to-day departmental activities to ensure operational excellence in all processes while promoting the family-like culture of Real Floors. Currently, the customer support function for this location is performed out of our Dallas branch, but will be handled in-house in Pompano Beach beginning in February 2023.COMPANY OVERVIEW:Real Floors, Inc. has been named a Top Workplace for 8 years in a row, and we're looking for great people to join our flooring family! For 35+ years, we have provided flooring installation services to the multi-family industry (apartments, student housing), and more recently to the growing Single Family Rental Homes market. We're proud to announce that Real Floors is now the largest multi-family flooring supplier in the US! We have a strong, family-oriented culture, we highly value our employees, and we provide amazing benefits!RESPONSIBILITIES:Oversee the day-to-day activities of the Customer Service DepartmentProvide constructive feedback and effectively coach and develop direct reports.Process new orders via telephone, email, and our online customer portal. Effectively manage incoming calls while simultaneously working in our computer system.Provide solutions to customer or internal issues in real time, and guide direct reports in doing the same. Ensure that questions and complaints are addressed timely, correctly and thoroughly. Conduct research and provide appropriate solutions and/or alternatives, and develop these abilities in each direct report.Promote strong cross-departmental communication and collaborative problem resolution.Review subcontractor work orders and ensure orders are billed accurately.Conduct individual performance evaluations. Work with the GM and HR in hiring/terminations. Manage interpersonal conflicts as needed.Perform all other duties assigned by managementQUALIFICATIONS:Willingness to come into a ground floor opportunity and do whatever is needed to ensure that business is conducted while simultaneously building a Customer Service team and establishing processes, with the support of seasoned Customer Service Managers in our other FL locations.Can prove 1+ years of successful Customer Service managerial / supervisory experience.Employs an approachable "coaching" management style to lead and develop team members.Professional, effective communication skills (verbal and written).Experience in establishing and fostering a positive workplace culture.Skilled in having difficult conversations, when needed, to address performance or other issues.A proactive, collaborative problem solver focused on finding the "win" for all stakeholders.Proficient using technology on the job. Is able to correspond via email, perform data input, etc. Experience using Word, Excel, Google Drive and Gmail is a plus.Strong follow-up skills, detail oriented, organized and able to multi-task effectively.Prior flooring product and/or industry knowledge is a plus, but is not required.AMAZING BENEFITS! Paid Holidays Paid Time Off (PTO) - Vacation, sick & personal time FREE Life Insurance FREE Short-term and Long-term Disability Insurance Health Care Insurance - Company pays most of the cost! Dental & Vision Care Insurance options 401(k) Retirement Savings Plan + GENEROUS company match Annual Bonus Potential Fitness Membership Reimbursement Employee Referral Bonus Employee Discount Purchase Program More!NOTE: Principals only. Recruiters, agencies and other third parties should not contact our company with unsolicited services or offers.

Keywords: Real Floors, Pompano Beach , Customer Service Manager, Executive , Pompano Beach, Florida