Customer Service Manager

Schedule:

Monday-Sunday, 10-hour shifts. Shift

Hours:

Rotating shifts between 7:30 AM and 8:00 PM. Work Environment:
On-site.

We are seeking a proactive, motivated, and customer-focused Customer Service Manager to support our on-site vending business. The ideal candidate will be committed to customer satisfaction, problem-solving, and maintaining efficient daily operations. This position requires strong communication, leadership, organizational, and multitasking skills. Spanish-speaking candidates are strongly encouraged to apply!

• Respond to consumer calls and provide accurate, timely, and satisfactory resolutions to customer concerns.
• Guide callers through troubleshooting processes to ensure a positive customer experience.
• Create, manage, and track service tickets in IHA's CRM system through resolution.
• Collaborate with other IHA departments and resources to improve the consumer experience.
• Perform basic data entry to ensure systems and records remain accurate and up to date.
• Audit customer service calls to ensure quality standards and a positive customer experience.
• Submit approved refund requests and supporting documentation to Accounting for processing.
• Coordinate shift assignments and adjust schedules as needed to meet business demands.
• Maintain accurate records of IHA vending compliance activities to ensure all units meet applicable local and state regulations.
• Assist in developing and implementing IHA's compliance program in collaboration with the Director of Customer Experience.

• High school diploma or equivalent.
• At least two years of relevant customer service or related experience.
• Spanish-speaking ability is strongly encouraged.
• Strong written and verbal communication skills.
• Excellent active listening and problem-solving skills.
• Exceptional interpersonal, rapport-building abilities.
• Patient, empathetic, and professional attitude when handling customer concerns.
• Strong time-management, organizational, and multitasking skills.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.
• Computer literacy, including proficiency in Microsoft Word, Excel, and Outlook.
• Experience using complex or multi-line phone systems.
• Ability to coordinate schedules, maintain accurate records, and support operational compliance.

Candidates must be available to work Monday through Sunday on rotating 10-hour shifts scheduled between 7:30 AM and 8:00 PM, based on business needs.