Bilingual Customer Service Manager - Construction Leader

Socket.dev; Miami (FL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Industry-competitive benefits

PTO & floating holidays

Pay-for-performance with annual raises

Training and development

Job summary

OBE in Miami is seeking a Customer Service Manager to lead the Miami and Tampa support team, delivering exceptional service in a fast-paced market. The role focuses on developing service strategies for a bilingual customer base and managing daily operations.

This position emphasizes leadership, coaching, and performance management, with a strong emphasis on KPI tracking, cross-functional collaboration with sales and operations, and supporting the region’s ongoing commercial construction demand

Qualifications

• 5+ years of experience in customer service, with 2+ years in a leadership role in a manufacturing environment, building solutions preferred.
• Proficiency in CRM platforms and support software.
• Ability to win respect and influence at all levels of the organization and stakeholders.
• Bilingual English/Spanish proficiency strongly preferred.
• Strong analytical, data-driven decision-making skills; familiarity with KPI dashboards & performance analytics.

Responsibilities

• Manage employees by communicating job expectations, coaching, counseling, reviewing and enforcing policies and procedures
• Handle escalated customer complaints and complex inquiries, including time-sensitive requests tied to hurricane-season and impact-glass project deadlines
• Monitor KPI's such as response time, resolution rate and customer satisfaction
• Conduct training sessions and performance evaluations
• Collaborate with various teams including sales and operations, including local branch and regional leadership
• Prepare reports for senior leadership on service metrics and trends
• Serve as a key point of contact for contractor, architect and builder network, supporting the region's ongoing commercial construction demand

Skills

CRM platforms

Leadership

Bilingual English/Spanish

Customer service

Job description

OBE in Miami is seeking a Customer Service Manager to lead the Miami and Tampa support team, delivering exceptional service in a fast-paced market. The role focuses on developing service strategies for a bilingual customer base and managing daily operations.

This position emphasizes leadership, coaching, and performance management, with a strong emphasis on KPI tracking, cross-functional collaboration with sales and operations, and supporting the region’s ongoing commercial construction demand