Customer Relations Manager II

Plans, manages, and directs the operational and special support elements of a call center. May also supervise a staff of call center supervisors. Maintains and enhances total customer service and satisfaction.

Plans, manages, and directs the operational and special support elements of a call center. May also supervise a staff of call center supervisors. Maintains and enhances total customer service and satisfaction.

4

3

Financial Management

Yes

Five years of customer service managerial experience supervising a large team or teams with multiple supervisory levels is required.
OR
Bachelor's degree with three years of customer service managerial experience supervising a large team or teams with multiple supervisory levels is required.

• BACHELORS DEGREE
  - Preferred

• ACCOUNTING
  - Preferred
• BUSINESS ADMINISTRATION
  - Preferred
• BUSINESS MANAGEMENT
  - Preferred
• ECONOMICS
  - Preferred
• FINANCE
  - Preferred

• ACCOUNTANT (CPA) - Preferred
• CERT MGMT ACCT (CMA) - Preferred

Work – Onsite (HQ – Dallas, Texas)

• Remote/Telework not authorized per Presidential Memorandum “Return to In Person Work”
• PCS Not Authorized/LSP Not Authorized

• EXCEL - BEGINNERS/INTERMEDIATE LEVEL
  - Required
• MICROSOFT OUTLOOK
  - Required
• MICROSOFT WORD
  - Required
• ACCESS
  - Preferred
• MICROSOFT POWERPOINT
  - Preferred
• SCHEDULING SOFTWARE
  - Preferred

Manages direct daily Exchange credit call center operations.
Develops/directs staff.
Identifies complex problems relating to call center operations and develops options and implements solutions.
Oversees congressional inquiries/customer comments and contacts customers on behalf of the Exchange Credit Program to resolve difficult or sensitive customer service issues, inquiries, or disputes.
Performs other duties as assigned.

24/7 365 days a year

Management

1

06-Oct-2026