Area Support Manager (Customer Services)

Area Support Manager (Customer Services)

The Area Support Manager will oversee and assist customer service Coordinators in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

Supervisory Responsibilities:

• Hires entry-level customer service employees.
• Trains new employees in the company's customer service policies, procedures, and best practices.
• Organizes and oversees the schedules and work of assigned staff.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Duties/Responsibilities:

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
• Monitor Coordinator productivity and provide constructive feedback and coaching.
• Provide direct support to the coordinators; ensure that employees understand their duties or delegated tasks.
• Assist with the on-boarding and training of new employees.
• Coordinate completion of Employee performance reviews along with Direct Report.
• Review and post Timesheets in Bolt.
• Ensure adherence to company policies and procedures and recommend training, correction, or disciplinary actions to Direct Report.
• Ensure departmental performance goals and deadlines comply with the company's plans and vision and communicate them to Coordinators.
• Facilitate communication from upper management to employees and vice versa.
• Ensure Area Schedule inboxes are well maintained, and protocol followed; verify builder scheduling emails are being received, processed and responded to in an efficient manner and that proper notations are made in Bolt.
• Travel regularly to all Area locations to monitor locations and provide support; identify areas in need of improvement.
• Monitor and assist field payroll activities; facilitate communication between Payroll dept and Area Coordinators.
• Ensure documentation and printing standards are adhered to and provide training and correction where necessary.
• Report any issues/errors with daily systems (Outlook inboxes, websites, printers, Bolt, DOPS).
• Maintain consistency between systems; update information as needed and notify required departments (Bolt, DOPS).
• Verify all employees have arrived for daily shifts and are working on designated tasks; report any late/missing Coordinators.
• In the event of Coordinator absence, assure all tasks are covered and productivity is maintained.

Required Skills/Abilities:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to coach and mentor customer service representatives.
• Proficient in Microsoft Office Suite or related software.

Education and Experience:

• Bachelor's degree preferred.
• 3 years' experience in a construction environment.
• Previous experience in a supervisory role preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Benefits:

• Competitive Pay Rates, paid EVERY Friday
• Opportunities for Advancement
• Paid Time Off (PTO) Start accruing on Day 1!
• Comprehensive Benefits Package available 1st of the month after 30 days, including: Health, Dental, and Vision Insurance
• Employee Assistance Program (EAP)
• Life Insurance and AD&D
• Company-Paid Basic Life Insurance for ALL Employees
• Educational Assistance
• 401(k) Program

Strada Services is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.