Customer Service Manager (Miami Gardens)

The Customer Service Manager leads the Miami and Tampa customer support team to deliver exceptional service and ensure customer satisfaction across a fast-paced, high-volume market. This role involves developing service strategies suited to a bilingual, high-growth customer base, managing daily operations, resolving escalated issues and driving continuous improvement. This role is perfect for an individual with leadership and team development abilities, detail-oriented with excellent communication skills and comfortable navigating the pace of South Florida's construction and glazing industry.

Responsibilities

Lead the Miami and Tampa customer support team to deliver exceptional service and ensure customer satisfaction; Manage employees by communicating job expectations, coaching, counseling, reviewing and enforcing policies and procedures; Handle escalated customer complaints and complex inquiries, including time-sensitive requests tied to hurricane-season and impact-glass project deadlines; Monitor KPI's such as response time, resolution rate and customer satisfaction; Conduct training sessions and performance evaluations; Collaborate with various teams including sales and operations, including local branch and regional leadership; Prepare reports for senior leadership on service metrics and trends; Serve as a key point of contact for contractor, architect and builder network

Requirements

5+ years of experience in customer service, with 2+ years in a leadership role in a manufacturing environment; Proficiency in CRM platforms and support software; Ability to win respect and influence at all levels of the organization and stakeholders; Strong analytical, data-driven decision-making skills; familiarity with KPI dashboards & performance analytics

Nice to have

Building solutions preferred; Bilingual (English/Spanish) proficiency strongly preferred

Benefits

Industry competitive benefits at the lowest cost to the employee; PTO and holidays, including floating holidays; Pay-for-performance culture with potential for annual raises and bonuses; Training