Customer Service Manager

Talentify; Odessa (TX); On-site; USD 52,000 - 66,000; Full time

Job summary

Aston Carter is hiring a Customer Service Training Manager to develop and execute a comprehensive training program for our phone system and customer service standards. You will set up standard messages, transfers, and warm hand-offs, and lead SOP improvements.

Responsibilities include driving process enhancements, reporting key metrics to leadership, and coordinating with other managers on training for call center personnel. This role requires onsite presence in Odessa, TX.

Qualifications

• Experience in customer service leadership and training in a call center environment.
• Strong organizational and project management skills.
• Proficiency with office software and data analysis tools.
• Experience facilitating training programs and SOPs.
• Ability to report metrics to leadership and drive improvements.

Responsibilities

• Develop and implement standard operating procedures and process improvements.
• Report on key business metrics to leadership with actionable feedback.
• Monitor and improve call center operations and system performance.
• Drive root-cause resolution for service issues.
• Collaborate with other managers on training and standards for phone systems.
• Establish ongoing training and development structures for call center staff.

Skills

Customer service

Order entry

Analytical skills

Project management

Training facilitation

Continuous improvement

Microsoft Office

Call center experience

Call center software

Supervisory experience

Tools

Microsoft Office

Call center software

Job description

Hiring a Customer Service Training Manager!

Job Description

We are seeking a dedicated and experienced Customer Service Training Manager who will develop and execute a comprehensive training program for our company's phone system and customer service standards. This role is pivotal in establishing and enhancing our standard customer experience levels and setting up standard phone system messages, transfers, and warm hand-off standards.

Responsibilities

• Develop and implement standard operating procedures and process improvements, ensuring adherence to company policy.
• Report on key business metrics to leadership, providing timely and actionable feedback to improve service quality.
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, and managing system and process improvements.
• Drive root-level resolution to recurring and highly impactful service issues and concerns.
• Act as a liaison to other department managers for training-related issues and questions on phone system and customer service representative standards.
• Establish a structure for the ongoing training and development of call center employees.

Essential Skills

• Customer service and support experience
• Order entry proficiency
• Strong analytical and project management skills
• 5+ years of experience in facilitating, coaching, and implementing training strategies in a call center environment
• Experience in continuous improvement, project management, and business analysis
• Proficiency in Microsoft Office, including Project, Word, Excel, Outlook, and PowerPoint
• Experience managing call center teams and providing call center support
• Working knowledge of call center software, databases, and tools
• Supervisory experience in a high-volume contact center

Work Environment

This role requires presence in the office for five days a week, with working hours from 8 AM to 5 PM.

Job Type & Location

This is a Contract to Hire position based out of Odessa, TX.

Pay and Benefits

The pay range for this position is $38.46 - $48.08/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Odessa,TX.

Application Deadline

This position is anticipated to close on Aug 31, 2026.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [e-mail] for other accommodation options.

San Francisco Fair Chance Ordinance:

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI):

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.