Customer Service Manager

JOB TITLE: Customer Service Manager REPORTS TO: General Manager LOCATION: 11110 Goodnight Lane Suite 100 Dallas, TX 75229 JOB TYPE: Full-Time | Monday – Friday | 8:00am-5:00pm or 9:00am-6:00pm COMPANY OVERVIEW: We are the largest wholesale flooring company in North America and have been named a Top Workplace for 10 years in a row! With amazing benefits and family like culture, our company is now the largest multi-family flooring provider in North America. We value our employees and provide awesome benefits, and a positive work environment! JOB OVERVIEW: The Customer Service Manager trains, manages and supports a team of Customer Service Representatives and oversees day-to-day activities to ensure operational excellencein all departmental processes while promoting thefamily-like culture of Real Floors. RESPONSIBILITIES: Oversees the day-to-day activities of the Customer Service Department Provides constructive feedback and effectively coaches and develops direct reports. Processes new orders via telephone, email, and our online customer portal. Effectively manages incoming callswhile simultaneously working in our computer system. Provides solutions to customer or internal issues in real time, and guides direct reports in doing the same. Ensures that questions and complaints are addressed timely, correctly and thoroughly. Conducts research and provides appropriate solutions and/or alternatives, and develops these abilities in each direct report. Promotes strong cross-departmental communication and collaborative problem resolution. Reviews subcontractor work orders and ensures orders are billed accurately. Conducts individualperformance evaluations. Works with the GM and HR in hiring/terminations. Manages interpersonal conflicts as needed. Perform all other duties assigned by management QUALIFICATIONS: 1+ year of proven management experience / can demonstrate prior team 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 the 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! Real Floors: We Live “Got-Your-Back-Ability” Every Day! NOTE: Principals only. Recruiters, staffing agencies and other third parties will not be considered. Real Floors, Inc. & Real Floors Commercial, Inc. provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. #J-18808-Ljbffr