Customer Service Manager

Position Overview

We are seeking an experienced Customer Service Manager to lead client service operations, drive customer satisfaction, and develop high-performing service teams throughout South Florida. This role is responsible for improving service delivery, managing client relationships, resolving escalated issues, and implementing processes that enhance the overall customer experience.

Key Responsibilities

• Lead and develop a customer service team, providing coaching, training, and performance management.
• Ensure exceptional customer experiences through timely issue resolution and proactive communication.
• Manage escalated customer concerns and implement solutions that strengthen client relationships.
• Develop and monitor service KPIs, including response times, customer satisfaction, and resolution metrics.
• Collaborate with sales, operations, and recruiting teams to ensure seamless service delivery.
• Identify opportunities to improve customer service processes, workflows, and efficiencies.
• Analyze customer feedback, trends, and service data to drive continuous improvement initiatives.
• Build and maintain strong relationships with key stakeholders and clients.
• Conduct regular team meetings, performance reviews, and training sessions.
• Maintain accurate reporting, documentation, and CRM records.

Qualifications:

Required Qualifications

• Bachelor's degree or equivalent experience.
• 2+ years of customer service, client relations, account management, or operations leadership experience.
• 2+ years of people management experience.
• Strong leadership, communication, and conflict-resolution skills.
• Experience managing service metrics and driving performance improvements.
• Proficiency with CRM systems and Microsoft Office Suite.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience within staffing, recruiting, professional services, or B2B environments.
• Bilingual English/Spanish preferred.
• Experience supporting large client accounts and executive stakeholders.

Key Competencies

• Customer Experience Management
• Team Leadership
• Client Relationship Management
• Performance Coaching
• Conflict Resolution
• Process Improvement
• Service Operations
• Strategic Problem Solving
• KPI Management
• Cross-Functional Collaboration

Tools & Technology

• Salesforce or CRM Platforms
• Microsoft 365 (Outlook, Excel, Word, PowerPoint, Teams)
• ServiceNow or Ticketing Systems
• Zoom / Virtual Meeting Platforms
• Reporting & Analytics Tools

Success Metrics

• Customer Satisfaction (CSAT)
• Client Retention
• Service Level Agreement (SLA) Performance
• Issue Resolution Time
• Team Productivity
• Employee Engagement and Retention

This role is ideal for a customer-focused leader who excels at building strong relationships, developing teams, and delivering exceptional service while driving operational excellence across South Florida.

Compensation

About Us

Innovation starts with people.^®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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