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Customer Service Manager
Customer Service ManagerAddison Group • Fort Worth, TX, US
Customer Service Manager

Customer Service Manager

Addison Group • Fort Worth, TX, US
2 days ago
Job type
  • Full-time
  • Permanent
Job description

Job Title : Customer Service Manager

Location : Fort Worth, TX

Work Schedule : Monday – Friday, 8 : 00 AM – 5 : 00 PM

Type of Employment : Full-time, Permanent

Compensation : $75,000 – $95,000 annually, plus quarterly performance-based bonus

Industry : Confidential

Benefits : This position is eligible for health, dental, and vision coverage, a retirement plan with employer match, disability protection, and paid time off after 90 days of employment.

Job Description :

Addison Group is seeking a highly skilled Customer Service Manager on behalf of our client. This role is responsible for leading a customer-facing team and ensuring outstanding service delivery to clients, partners, and internal stakeholders. The ideal candidate thrives in a fast-paced environment, excels at problem-solving, and has a proven track record of managing teams to deliver results.

Key Responsibilities :

  • Lead a team to provide professional, timely, and accurate service to clients and internal stakeholders.
  • Mentor and develop staff, promoting a culture of accountability, collaboration, and continuous improvement.
  • Implement and maintain departmental processes, policies, and standards while protecting sensitive information.
  • Manage escalated client issues, ensuring resolutions are handled discreetly and professionally.
  • Collaborate with internal teams to streamline communication and enhance overall service delivery.
  • Monitor performance metrics and prepare confidential reports for senior leadership.
  • Identify opportunities for process improvements while maintaining discretion and confidentiality.
  • Assist with recruiting, onboarding, and training of team members, upholding confidentiality throughout.
  • Ensure compliance with company policies, regulations, and internal quality standards.

Qualifications :

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • Minimum of 5 years of leadership experience in customer service, operations, or a similar role.
  • Demonstrated ability to manage a team directly, driving performance and development.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Proficient with CRM systems, ERP platforms, and Microsoft Office Suite.
  • Strong organizational and analytical skills with meticulous attention to detail.
  • Ability to manage multiple priorities while maintaining discretion and confidentiality.
  • Experience in financial services, professional services, or banking is preferred.
  • Experience in a client-facing or service-oriented industry is preferred.
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    Customer Service Manager • Fort Worth, TX, US