Customer Service Manager

We are looking for a Customer Service Manager who is growth-oriented and wanting to be a part of a growing system!

O'Mally Management Group has a client that has a direct-hire opportunity in Galveston, TX. Our client emphasizes customer service and hospitality with every interaction. We are looking for a customer focused leader to manage multiple positions that are part of the customer experience.

About the Customer Service Manager Position

Our client is in need of an experienced Customer Service Manager to provide excellent customer service and inspire this kind of outstanding service throughout the organization.

Your primary goal will be to keep the departments running in an effective, productive and profitable manner; and to increase customer satisfaction, loyalty and retention.

Responsibilities for the Customer Service Manager

• Advance customer service experience, create engaged clients and promote organic growth

• Take ownership of customers' issues and follow problems through to resolution

• Set a clear mission and deploy strategies focused towards that mission

• Perfect service procedures, policies, and standards

• Keep accurate records and document customer service actions and discussions

• Review statistics and compile accurate reporting

• Recruit, coach, and develop customer service agents. Create an environment where they can excel through encouragement and empowerment

• Keep ahead of industry developments and apply best practices to areas of improvement

• Manage resources and use available assets to achieve qualitative and quantitative targets

• Adhere to and manage the approved budget

• Maintain an orderly workflow according to priorities

Customer Service Manager Requirements

• Proven working experience as a customer service manager

• Expertise in providing customer service support

• Great understanding of management methods and techniques

• Proficiency in English

• Working knowledge of customer service software, databases, and tools

• Recognition of industry’s latest technology trends and applications

• Capacity to think strategically and to lead

• Strong client-facing and communication skills

• Advanced troubleshooting and multi-tasking skills

• Customer service orientation

Additional Qualifications:

• Associate or Bachelors in Business, Hospitality or related field a plus
• Residential local to Galveston, Texas or immediate surrounding area
• 3 years of prior relevant customer service experience
• 3 years of administrative support experience
• Computer Proficient: Microsoft Office and Email required
• Self-starter with high degree of personal initiative
• Ability to thrive in a fast-paced, rapidly evolving, and collaborative entrepreneurial environment
• Cross-functionally minded with proven ability to multi-task
• Ability to work independently and make sound decisions
• Detailed oriented and strong organizational skills

Physical Requirements:

• Ability to work a flexible schedule that will include evenings, nights and weekends.
• Ability to hear and verbally exchange ideas and information with the public, staff and others on the phone and in the office.
• This position will frequently be required to sit, stand, and walk.
• This position may lift and/or move up to 25 pounds.
• Use finger dexterity to operate a computer and other office equipment and hand strength to grasp files and other objects.
• May require the ability to climb stairs, to kneel and/or crouch to retrieve equipment and other items.

Work Environment and Travel:

Office environment located onsite

Compensation and Benefits:

Company offers competitive salary and bonus plus, plus offers company paid benefit packages to include Medical, Dental, and Vision to full time employees.

Salary commensurate with experience.

Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

We are an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status.