Customer Service Manager

Altitude Trampoline Park; Kissimmee (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Altitude Trampoline Park in Kissimmee, FL is seeking a Customer Service Manager. The ideal candidate holds a high school diploma or equivalent and has two years in customer relations, with a college degree preferred.

A proven ability to lead teams, communicate clearly, and supervise staff is essential to drive exceptional guest experiences. Responsibilities include assisting the GM with staffing, coaching, policy development, and process improvements to ensure top-tier customer service across

Qualifications

• High School Diploma or equivalent required.
• Two years of experience in customer relations.
• College degree preferred.
• Excellent communication skills.
• Supervisory experience.

Responsibilities

• Assist General Manager with staffing, recruiting, scheduling, orienting and training employees.
• Coach and communicate job expectations; monitor and appraise results; discipline as needed.
• Provide overall management and leadership of the Customer Service Team to deliver excellence.
• Assess training needs and oversee development and delivery.
• Identify and implement process improvements across Customer Service and related areas.
• Recommend CS policy changes aligning with company direction.
• Ensure CS team adheres to policies and guidelines.
• Create unity through communication, team building and recognition; handle escalated issues.
• Review and approve escalated payment arrangements where applicable.
• Perform Customer Service Supervisor duties when required.

Skills

Leadership

Customer service

Communication

Staff coaching

Training delivery

Education

High School Diploma or equivalent

College degree preferred

Job description

INTRODUCTION

Altitude Trampoline Park in Kissimmee FL is growing its leadership team. We are interviewing for the role of Customer Service Manager. The successful candidate must have a High School Diploma or equivalent with two years of experience in customer relations. A college degree is preferred. Must also have excellent communication skills, computer experience, and supervisory experience.

PRIMARY JOB RESPONSIBILITIES

• Assist General Manager in staff by recruiting, scheduling, orienting, and training employees; creating and maintaining a safe, secure, and developing personal growth opportunities
• Assist the General Manager with follow up on staff by in communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; coordinating and enforcing systems, policies, procedures, and productivity standards
• Provides overall management and leadership of the Customer Service Team focused on providing excellent customer service.
• Assesses the training needs of the Customer Service Team and oversees the training development and delivery.
• Identifies and implements process improvements across the Customer Service department as well as other departments when necessary.
• Makes Customer Service policy recommendations that align with the strategic direction of the company and/or provide better service to our customers.
• Ensures Customer Service team is adhering to company policies and guidelines.
• Creates a unified Customer Service team through effective communication, team building, motivation, and recognition. Leads Customer
• Handles the more complex customer issues as well as escalated customer calls.
• Reviews and approves adjustments and escalated payment arrangements.
• Performs Customer Service Supervisor duties when the need arises.

ADDITIONAL RESPONSIBILITIES

• Provides or performs other services as needed or required by General Manager

CONTROLS OVERWORK

Works under the direct supervision of General Manager and Assistant General Manager who will indicate general assignments, limitations, and priorities.

SKILLS AND KNOWLEDGE

• Minimum of 1- 2 years of management experience
• Excellent organizational skills with the ability to prioritize workload and multi-task in a fast-paced environment
• Ability to handle multiple assignments on a timely basis with a high degree of accuracy