Customer Service Manager; Bilingual

Customer Service Manager (Bilingual required )

Full‑time. We are searching for a professional customer service manager who speaks English and Spanish. This position is for a fast‑paced, high call‑volume environment for one of our clients who handles calls from both business customers and consumers. The Customer Service Manager oversees the functions of Customer Services through effective and efficient services, resources and support tools.

This client has a non‑traditional management team with experience in various industries. Management is fun, creative, and focused on quality rather than quantity when it comes to customers. They are currently focused on innovation in software systems and mobile capabilities. The business has tripled its growth in the last three years with profits up fivefold.

Our client works with residential and commercial companies as well as contractors. The company has 40‑50 employees and is located in North Denver. It is ranked in the top three in its industry in Colorado and in the top 100 in the United States.

The Customer Service Manager must be able to describe to internal stakeholders, individual contributors, and customers how varying systems work together to deliver a service and product.

This position also requires strong organizational skills and high accountability for providing superior customer service. The individual must have the ability to develop relationships quickly and build trust and loyalty among clients, partners, and supporting internal departments. The Customer Service Team Manager must be able to think and adapt quickly to an ever‑changing environment with complicated structures.

Some days, this call center receives more than 100 phone calls per day and the CSR Manager needs to be very hands‑on to help answer phone calls and deal with escalated issues.

• Provide ongoing leadership in a multi‑product Customer Support environment.
• Staff management for four to five people in the CSR team.
• Ensure staff alignment with departmental and company imperatives, expectations, deadlines and procedures.
• Assist with identifying departmental inefficiencies and/or bottlenecks and provide solution‑oriented recommendations.
• Ensure team members receive regular feedback as it relates to performance, expectations and career path through metric tracking.

• Perform process management by identifying outdated processes and documenting new processes.
• Assist with managing, communicating and implementing coordinator activities that are impactful to the Customer Services team.
• Identify ways to drive operational efficiencies while continuing to provide a high level of quality customer service.
• Refine internal training paths for new and existing employees to ensure comprehensive, consistent, and thorough education is taking place.
• Ensure customer satisfaction as it relates to all elements supported by Customer Services.
• Ensure proper quality controls and tests are in place for those items.
• Handle any escalated customer issues and ensure internal escalation processes are being adhered to.
• Assist with monitoring CS Key Performance Indicators to validate department efficiency and effectiveness.
• Oversee the implementation and maintenance of CS tools.
• Ensure quality case management through Salesforce or other CRM.

• At least three years of management experience, with strong preference given to candidates with management experience in customer service.
• At least three years of experience working in a customer service environment.

• Ability to lead and advocate for a team.
• Excellent verbal and written communication skills.
• Ability to learn new, technical concepts and products quickly.
• Ability to build and maintain strong, reliable relationships.
• Strong problem‑solving and attention to detail.
• Effective time‑management, planning and organizational skills.
• Aptitude to effectively prioritize and complete multiple tasks.
• Capable of working collaboratively with others in a team.
• Ability to think and adapt in an ever‑changing environment.
• Proven talent to deliver high‑quality, result‑based work.

Bachelor degree in a related field, or equivalent in experience required.

All your information will be kept confidential according to EEO guidelines.

Bilingual candidates who are Spanish speaking are encouraged to apply.

Location:

Denver office – Located in North Denver.

Shift

Hours:

6:30‑3:30 or 7:30‑4:30 M‑F, no after‑hours or weekend work.

Full‑time employees receive a competitive total compensation package including medical, dental, vision, life insurance, short‑term disability, company match (3%) on 401 K, and more! Employees also receive paid vacation, holidays, etc.

This position requires a drug test, background check, and reliable transportation.