Customer Service Manager

SERVPRO of Southwest Portland; Portland (OR); On-site; USD 55,000 - 82,000; Full time

Benefits offered by this job

Bonus based on performance

Company car

Competitive salary

Free uniforms

Opportunity for advancement

Paid time off

Vision insurance

401(k) matching

Company parties

Dental insurance

Health insurance

Training & development

Job summary

SERVPRO of Southwest Portland is seeking a Customer Service Manager to lead Production Technicians, schedule work, resolve emergencies, and drive superior customer service. You will train staff, monitor performance, and ensure alignment with company standards and customer expectations.

The role emphasizes leadership, process development, and proactive issue resolution to maintain high service quality and customer satisfaction in a fast-paced environment.

Qualifications

• Excellent customer care focus and ability to assess customer needs.
• Polite, empathic, and professional communication.
• Able to multitask, prioritize, and manage time efficiently.
• Leadership and mentoring abilities for the team.
• Strong verbal and written communication skills.
• Self-motivated and able to work independently.

Responsibilities

• Recruit, hire and train new production technicians.
• Generate sales from production technicians to up-sell and cross-sell.
• Research strategies to improve the customer experience.
• Schedule calendar for production technicians.
• Distribute work and develop standards and procedures.
• Document customer service discussions and actions.
• Maintain accurate records and files of documentation.
• Provide sales goals and encouragement to achieve goals.
• Manage budget and expenses.
• Set and maintain customer service procedures and policies.
• Record, organize, and file customer interactions and profile changes.
• Provide resources for quality customer service.
• Implement customer service strategies to improve service quality.
• Address and resolve team and customer conflicts.
• Maintain professional workspace and workflow.
• Evaluate production technicians performance.

Skills

Customer care

Communication skills

Multitasking

Leadership

Phone systems

Time management

Team mentoring

Education

High school diploma or equivalent

Bachelor's degree in business administration

Tools

Phone systems

CRM experience

Job description

Customer Service Manager Job Summary

The customer service manager is responsible for managing Production Technicians and monitoring their performance while still providing excellent service to the customer. In this role, you will schedule Production Technicians, resolve emergency issues, provide training for new employees, and handle service issues beyond Production Technicians capability. You will also be required to meet all customer and company expectations.

Benefits:

• Bonus based on performance
• Company car
• Competitive salary
• Free uniforms
• Opportunity for advancement
• Paid time off
• Vision insurance
• 401(k) matching
• Company parties
• Dental insurance
• Health insurance
• Training & development

Customer Service Manager Duties and Responsibilities

• Recruit, hire and train new production technicians
• Generate sales from production technicians to up-sell and cross-sell
• Research strategies to further improve the customer experience
• Schedule calendar for production technicians
• Distribute work
• Develop standards and procedures
• Document customer service discussions and actions
• Maintain accurate records and files of documentation
• Provide sales goals and encouragement to achieve goals
• Manage budget and expenses
• Set and maintain all customer service procedures and policies
• Record, organize, and file customer interactions and profile/account changes
• Provide resources for quality customer service
• Implement customer service strategies to improve quality of service
• Address and resolve team and customer conflicts
• Anticipate and resolve customer service issues
• Maintain a professional workspace and workflow
• Evaluate production technicians performance

Customer Service Manager Requirements and Qualifications

• Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
• Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
• Able to multitask, prioritize, and manage time efficiently
• Encouraging to team and staff; able to mentor and lead
• Excellent verbal and written communication skills
• Self-motivated and self-directed
• Comfortable in both a leadership and team-player role
• Creative problem solver who thrives when presented with a challenge
• Focused on customer service
• High school degree or equivalent; Bachelor's degree in business administration, business, or related field preferred
• Previous experience in customer support, client services, sales, or a related field
• Excellent at communicating over the phone and handling phone systems
• Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts.
• Able to concentrate on multiple problems at once
• Excellent time management and prioritization skills
• Ability to answer phone, listen actively, relay information, and type basic information simultaneously
• Customer-focused for a positive customer experience and resolution

All employees of a SERVPRO Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO Franchise. SERVPRO Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.