Are you ready for new challenges and new opportunities? Join our team! Current job opportunities are posted here as they become available. This is an ON-SITE position, based out of our Halethorpe MD 21227 LTP Branch location Full Time, Exempt, with Bonus Eligibility Local Candidates ONLY please. The Customer Service Manager is responsible for leading the Customer Service Center / Call Center and overseeing all internal customer service duties. Key responsibilities include: Leading, developing, and growing a team of Customer Service Representatives to handle all customer inquiries and maximize booking opportunities. Establishing relationships with current and potential customers and setting service expectations. Retaining customers by managing and improving daily operations of the customer service center and developing best practices. ESSENTIAL JOB FUNCTIONS: Provide leadership for a staff of 20+ Customer Service Representatives. Coach and develop individual team members. Create onboarding and development materials for the customer service team. Assess current processes and tools for performance improvement. Identify strategies for improvement and implement changes. Cultivate an environment of trust, teamwork, and ownership. Support CSR team by handling escalated customer calls. Hire talent to meet goals and support department growth. Drive team performance to meet company goals and deliver excellent customer experiences. Use KPIs to ensure accountability. Collaborate with Dispatch Supervisors and Divisional Managers across branches. Establish a collaborative atmosphere between CSRs and Dispatchers. Maximize team performance in areas like customer conversions, work opportunities, resolution, data collection, and safety. Perform other duties as assigned. QUALIFICATIONS/ABILITIES: Strong leadership with high customer focus. Ability to build consensus and identify process improvements. Results-oriented with a successful track record. Ability to work in a fast-paced environment with multiple priorities. Excellent problem-solving, decision-making, and communication skills. Willingness to travel to all branches and work flexible schedules, including weekends if necessary. EDUCATION/EXPERIENCE REQUIREMENTS: Proficient with telephony, call center technology, and Microsoft Office, especially Excel. Proven success in building, coaching, and retaining high-performance teams. Sales and negotiating experience is a plus. Preferred: Bachelor’s Degree and at least 5 years of experience leading customer service teams. WORKING CONDITIONS/PHYSICAL REQUIREMENTS: Work in a professional office environment. Lift up to 30 lbs. Travel by car to local branches as needed. BENEFITS: Competitive compensation based on experience. Standard full-time employee benefits. SCHEDULE: Monday-Friday, 8 am - 5 pm; schedule may vary based on business needs. #J-18808-Ljbffr