Job Description

Are you ready for new challenges and new opportunities?

Join our team!

Current job opportunities are posted here as they become available.

This is an ON-SITE position, based out of our Halethorpe MD 21227 LTP Branch location

Full Time, Exempt, with Bonus Eligibility

Local Candidates ONLY please.

The Customer Service Manager is responsible for leading the Customer Service Center / Call Center and overseeing all internal related customer service duties. Lead, develop, and grow a team of Customer Service Representatives to handle all customer inquiries and maximize booking opportunities. Establish relationships with current and potential customers and set service expectations. Aide in customer retention by managing and improving the day-to-day operations of the customer service center, developing best practices to ensure high standards of excellence.

ESSENTIAL JOB FUNCTIONS:

• Provide leadership for a staff of 20+ Customer Service Representatives
• Coach and develop individual team members
• Create onboarding and development materials for the customer service team and other positions
• Assess current processes and tools to drive performance improvements
• Identify strategies for improvement and implement changes
• Cultivate an environment of trust, teamwork, and ownership
• Support CSR team by handling escalated customer calls
• Identify and hire talent to meet goals and support department growth
• Drive team performance to meet company goals while providing excellent customer service
• Use department KPIs to promote accountability
• Collaborate with Dispatch Supervisors and Divisional Managers to support service operations
• Establish collaboration between CSRs and Dispatchers
• Maximize team performance in areas such as customer conversions, opportunity identification, customer resolution, data collection, and cross-functional collaboration
• Ensure safety best practices are followed in the field
• Perform other duties as assigned

QUALIFICATIONS/ABILITIES:

• Strong leadership with a high customer focus
• Ability to build consensus and identify process improvements
• Results-oriented with a proven success record
• Ability to work in a fast-paced environment with multiple priorities
• Excellent problem-solving and decision-making skills
• Excellent written and communication skills
• Willingness to travel to all branches as needed
• Flexibility to work weekends if required

EDUCATION/EXPERIENCE REQUIREMENTS:

• Proficient with telephony, call center technology, and Microsoft Office, especially Excel
• Proven success in building, coaching, and retaining high-performance teams
• Sales and negotiation experience is a plus
• Bachelors Degree highly preferred
• Minimum 5 years of experience leading a customer service team

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Work is performed in a professional office environment
• Lift up to 30 lbs
• Ability to travel by car to local branches as required

BENEFITS:

• Compensation based on experience
• Standard full-time employee benefits

SCHEDULE:

Monday-Friday, 8 am - 5 pm; schedule may change based on business needs.

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