Customer Service Manager

Real Floors; Irving (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid Holidays

PTO - Vacation, sick & personal time

Life Insurance (Free)

Disability Insurance (Short & Long)

Health Insurance (Company pays most)

Dental & Vision Insurance

401(k) with generous match

Annual Bonus Potential

Fitness Membership Reimbursement

Employee Referral Bonus

Employee Discount Purchase Program

More!

Job summary

Real Floors in Dallas, TX is seeking a Customer Service Manager to lead a team of Customer Service Representatives, oversee daily operations, and ensure exceptional service while upholding the company’s family-like culture.

You will coach staff, handle orders via phone, email, and the online portal, resolve issues in real time, collaborate with other departments, and support the General Manager in hiring and performance reviews.

Qualifications

• Must have proven management experience and ability to supervise a team.
• Coaching and developing staff to improve performance.
• Strong verbal and written communication skills.

Responsibilities

• Oversee day-to-day activities of the Customer Service Department.
• Provide coaching and development for direct reports.
• Process orders via telephone, email, and online portal; manage inquiries in the system.
• Resolve customer and internal issues in real time; train reports to do the same.

Skills

Management experience

Coaching

Communication

Team development

Cross-department collaboration

Tech proficiency

Tools

Word

Excel

Google Drive

Gmail

Job description

AMAZING BENEFITS!

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 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

• 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.