Job Description
Position: Customer Service Manager
Location: Tampa, FL (Fully on site)
Salary: $65k-$80k + Bonus
Growing Hospitality Services provider seeks a hands-on Customer Service Manager to join their team.
Responsibilities:
- Call Center Leadership: Monitor daily operations to ensure service goals are met, including call handling times, first-call resolution, and customer satisfaction. Track key performance metrics, generate reports, and present insights to leadership.
- Quality & Customer Experience: Establish and enforce quality standards, conduct regular call audits, and deliver feedback to agents. Design and implement strategies to elevate the customer journey and strengthen brand loyalty.
- Escalation Management: Act as the final point of contact for complex or sensitive customer concerns, working quickly to resolve issues and prevent recurrence.
- Process & Workflow Optimization: Analyze call center processes to identify inefficiencies, bottlenecks, or errors. Implement improvements to streamline call handling, order entry, and cross-department workflows.
- Technology Utilization: Oversee adoption of emerging contact center technologies, such as AI-driven self-service, real-time agent assist tools, and predictive analytics. Ensure these solutions improve productivity and enhance customer experience.
- Team Development: Recruit, train, and onboard new team members. Provide ongoing coaching, one-on-one performance check-ins, and structured training sessions. Recognize achievements and design incentive programs to boost morale and retention.
- Administrative Oversight: Manage employee scheduling, timecard approval, and adherence to compliance requirements through ADP. Maintain accurate documentation of staff performance, attendance, and operational activities.
- Order Accuracy & Efficiency: Ensure all customer orders are processed correctly and on time. Partner with operations, finance, and IT teams to resolve order-related issues and enhance system integrations.
- Cross-Functional Collaboration: Serve as a liaison between customer service and other departments to align goals, share insights, and streamline processes affecting both customers and internal teams.
- Culture & Engagement: Foster a positive, customer-first culture by organizing team-building initiatives and recognition programs that promote accountability, collaboration, and professional growth.
Qualifications:
- Bachelor’s degree in business administration, Communications, or a related field preferred.
- 3+ years’ proven experience in a customer service leadership role, preferably in a high-volume call center environment
- Strong background in quality assurance, process improvement, and performance management.
- Demonstrated ability to train, coach, and motivate a large team of customer service professionals.
- Experience in food service, restaurant operations or culinary product industries a plus.
- Proficiency with ERP system software (Microsoft Dynamics), CRM platforms, order management systems, and Microsoft Office Suite.
- Flexibility to work a mid-shift and one weekend day per week.
- All candidates must pass a background check & drug screen prior to onboarding
Job Tags
Work at office, Shift work, Weekend work, 1 day per week,