Customer Service Manager

Priva (The Netherlands); Houston (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Free disability insurance (short-term)

Comprehensive health care insurance

Dental & Vision options

401(k) with generous company match

Job summary

Real Floors is hiring a Customer Service Manager in Houston, TX to train, manage, and support a team of Customer Service Representatives. You will oversee day-to-day activities and ensure operational excellence while promoting a family-like culture.

The role involves coaching staff, handling orders via phone, email, and portal, and resolving issues in real time. Leadership and a proactive, collaborative approach are essential.

Qualifications

• 1+ year of proven management experience / can demonstrate prior team supervisory experience.
• Professional, effective communication skills (verbal and written).
• Experience in establishing and fostering a positive workplace culture.

Responsibilities

• Oversees the day-to-day activities of the Customer Service Department.
• Provides constructive feedback and coaches direct reports.
• Processes new orders via telephone, email, and online portal.
• Provides solutions in real time and guides reports to resolve issues.
• Promotes cross-departmental communication and collaborative problem resolution.
• Reviews subcontractor work orders and ensures accurate billing.
• Performs hiring/terminations with GM and HR, and handles interpersonal conflicts.
• Performs all other duties assigned by management.

Skills

Leadership

Coaching

Communication

Team development

Problem solving

Tech-savvy

Multi-tasking

Tools

Word

Excel

Google Drive

Gmail

Job description

JOB TYPE: Full-Time | Monday – Friday | 7:30am-4:30pm

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 excellence in all departmental processes while promoting the family-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 calls while 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 individual performance 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

• 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
• 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.

Our Company’s Most Valuable Resource is Our People

We believe in building partnerships with our customers. We pride ourselves on meeting commitments, solving problems, and staying plugged in to what’s happening on every job.

GotYourBackAbility™ is a trademarked phrase used by Real Floors to represent our core values of teamwork, mutual respect, and unwavering support for our team, subcontractors, and clients.

A leader in the multifamily flooring industry since 1987, Real Floors has the experience and resources to expertly deliver flooring installation, replacement and repair across 30 major US markets. We strive to build long-term relationships with each client to not only serve each community and its residents but to reach our mutual objectives as partners. Real Floors and Arbor clients can visit our secure online portal 24 hours per day, 7 days per week to schedule installations and repairs, track unit history, create estimates, complete prorate statements, rate installers and more.