Customer Service Manager

RiseMe; Houston (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Holidays

PTO - Vacation sick & personal time

Life Insurance

Disability Insurance

Health Insurance

Dental & Vision

401(k) Retirement Savings Plan + match

Annual Bonus Potential

Fitness Membership Reimbursement

Employee Referral Bonus

Employee Discount Program

Job summary

Real Floors in Houston, TX is seeking a Customer Service Manager to lead a team of Customer Service Representatives and drive day-to-day operational excellence while upholding our family-like culture.

The role focuses on coaching staff, managing orders across phone, email, and the online portal, and resolving customer issues in real time. Collaboration across departments is essential for success.

Qualifications

• 1+ year of proven management experience.
• Coaching style to develop team members.
• Professional communication skills (verbal and written).
• Experience in fostering a positive workplace culture.
• Skilled in addressing performance issues through difficult conversations.
• Proactive, collaborative problem solver focused on win-win outcomes.
• Proficient with technology for data input and correspondence.

Responsibilities

• Oversees the day-to-day activities of the Customer Service Department.
• Provides coaching and development to direct reports.
• Processes new orders via phone, email, and online portal, and handles calls.
• Delivers real-time solutions to customer issues and mentors the team.
• Promotes cross-departmental communication and collaborative problem solving.
• Reviews subcontractor work orders and ensures accurate billing.
• Performs performance evaluations and assists with hiring/terminations.

Skills

Management experience

Coaching

Communication skills

Workplace culture

Difficult conversations

Problem solving

Microsoft Office

Email/data entry

Flooring industry knowledge

Tools

Word

Excel

Google Drive

Gmail

Job description

JOB TITLE:

Customer Service Manager

REPORTS TO:

General Manager

LOCATION:

8728 W Little York Rd Ste 190 Houston, TX 77040

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 aTop 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!

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.