Customer Service Manager

at  Robert Half

We are offering an exciting opportunity for a Bilingual Customer Service Manager in the equipment and distribution industry based in Houston, Texas. In this role, you will be responsible for managing customer service operations, training and mentoring a team, and implementing process improvements. You will also play a key role in resolving customer disputes and ensuring the overall satisfaction of our customers.

• Oversee the customer service operations to ensure efficient and quality service
• Manage a team of customer service representatives, providing training and mentorship as necessary
• Resolve customer disputes in a timely and effective manner
• Implement process improvements to enhance customer service delivery
• Utilize CRM systems for tracking customer interactions and data
• Conduct regular audits to ensure adherence to company policies and standards
• Handle billing functions and ensure accuracy in invoicing
• Utilize Microsoft Excel for data management and reporting
• Create and track Key Performance Indicators (KPIs) to measure team’s performance
• Ensure the smooth operation of the call center.
  Minimum of 5 years of experience in a customer service management role
  Bilingual in Spanish/English
  Proficiency in CRM software usage
  Experience in auditing and billing functions
  Familiarity with call center customer service operations
  Exceptional customer service skills, with a focus on delivering quality customer experiences
  Proficiency in Microsoft Excel for data management and reporting
  Ability to lead a team, managing staff performance and development
  Strong communication and interpersonal skills
  Problem-solving skills and the ability to handle customer complaints and issues effectively
  Ability to develop and implement customer service policies and procedures
  Capacity to analyze customer service data and trends to improve service delivery
  Ability to work in a fast-paced environment, managing multiple tasks simultaneously
  Bachelor’s degree in Business Administration, Management, or a related field preferred
  Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
  Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
  All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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