Job description
JOB TITLE: Bilingual Customer Care Manager
LOCATION: Phoenix, AZ 85034
DAYS: Monday – Friday
Real Floors is now the #1 multi-family flooring provider in the country - and we are looking to welcome a BILINGUAL CUSTOMER CAR MANAGER to our Phoenix branch!
Company Overview:
Real Floors, Inc. has been recognized as a Top Workplace for 8 years and is now the largest wholesale flooring company in North America! We provide excellent, high quality flooring installation services to the multi-family industry (apartments, student housing) and the growing single family rental homes market. We highly value our employees and provide them with amazing benefits, a family-like culture, and a positive work environment!
Job Overview:
The Customer Service Manager hires, trains, manages and supports a team of Customer Care Representatives and oversees day-to-day departmental activities to ensure operational excellence in all processes while promoting the family-like culture of Real Floors.
Responsibilities:
LOCATION: Phoenix, AZ 85034
DAYS: Monday – Friday
Real Floors is now the #1 multi-family flooring provider in the country - and we are looking to welcome a BILINGUAL CUSTOMER CAR MANAGER to our Phoenix branch!
Company Overview:
Real Floors, Inc. has been recognized as a Top Workplace for 8 years and is now the largest wholesale flooring company in North America! We provide excellent, high quality flooring installation services to the multi-family industry (apartments, student housing) and the growing single family rental homes market. We highly value our employees and provide them with amazing benefits, a family-like culture, and a positive work environment!
Job Overview:
The Customer Service Manager hires, trains, manages and supports a team of Customer Care Representatives and oversees day-to-day departmental activities to ensure operational excellence in all processes while promoting the family-like culture of Real Floors.
Responsibilities:
- Grow and manage Customer Care department and over the daily operations
- Process new orders received via telephone, email, and our online customer portal
- Provide solutions to both customer and internal issues in real-time, and guide direct reports in doing the same
- Provide timely, correct and thorough responses to questions and complaints as they arise
- Promote strong cross-departmental communication and collaborative problem resolution
- Review subcontractor work orders for billing accuracy
- Train and develop direct reports through one on one coaching and individual performance evolutions
- Manage interpersonal conflicts as needed
- Collaborate with General Manager and Human Resources in the recruitment, hiring and terminations of team members
- Willingness to perform other duties as assigned
- QUALIFICATIONS:
- Required: Bilingual fluency in English and Spanish (verbal and written)
- 1+ years proven experience successfully supervising/managing a customer service team
- Employs an approachable "coaching" management style to lead and develop team members
- Professional, effective communication skills (verbal and written) with strong follow up skills
- Experience in establishing and fostering a positive workplace culture
- Detail-oriented, self-motivated, and organized
- Proactive problem solver – takes initiative to identify, research, and resolve problems focused on finding the "win"
- Proficient using technology and have experience with Gmail, Google Docs, Sheets, and Shared Drive
- Flooring industry experience is a plus but is not required
AMAZING BENEFITS:
- Paid Time Off (PTO)
- Paid Holidays
- FREE Life & Disability Insurance
- Health Care Insurance - Company pays most of the cost!
- Dental & Vision Care Insurance options
- Retirement 401(k) + GENEROUS company match
- Annual Bonus Potential
- Fitness Membership Reimbursement
- Employee Referral Bonus Program
- More!
Real Floors: We Live “Got-Your-Back-Ability” Every Day!
NOTE: Principals only. Recruiters, agencies and other third parties should not contact our company with unsolicited services or offers.
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