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About the Role

The Customer Service Manager will provide best-in-class customer service to clients, focusing on maintaining customer service procedures. This role involves creating, training, and mentoring a team of professionals to act as extensions of our clients, providing oversight to the entire Customer Care Center team for all related needs across client facilities. Responsibilities include staff development, performance management, inter-departmental collaboration, and adherence to policies and procedures.

Responsibilities

Flexibility and fluctuation of shifts and hours will be expected based on business demands; primary shift is Monday-Friday 8 AM – 5 PM, with weekly hours of 45-50 expected.
Notice of fluctuations in the working schedule must be directed to the CCC Managers Direct Supervisor and require pre-approval.
Schedules may be adjusted to meet the needs of major events, staffing fluctuations, and training needs.
Must start shifts rested and ready to work in approved working attire.
Know and understand all applicable client requirements and ensure the CCC Team works within those parameters.
Ensure CCC Team follows all standard operating procedures (SOP).
Collaborate with all departments and vendors to deliver brand excellence that drives improvement, cost reduction, and revenue growth.
Ability to report on budgetary variances, technical issues/outages, or any other anomalous event.
Develop extensive customer service documentation for CCC staff and all other customer service staff.
Develop and conduct regular training for CCC staff and all other customer service staff.
Develop customer satisfaction goals and mentor the team to meet them.
Address customer concerns and recommend process or procedure improvements.
Evaluate current processes and procedures for improvement recommendations.
Assess service statistics and prepare detailed reports.
Review and sign all required reports prepared by staff, ensuring accuracy and timeliness.
Properly prepare and present proposals and recommendations for changes.
Ensure all incidents are properly documented and reported in a timely manner.
Document all meetings, training, or counseling sessions and submit to HR.
Hire, train, and develop all CCC Agents and Supervisors.
Maintain employee schedules and anticipate adjustments based on system trends and events.
Ability to perform all tasks and duties of subordinate roles.
Delegate responsibilities to subordinates and check on work regularly.
Conduct regular meetings and training with each level of staff.
Mentor and counsel as appropriate.
Be the subject matter expert of all access control equipment used by department personnel.
Train all departmental staff in the proper use of access control systems.
Troubleshoot and evaluate system dysfunctions, taking timely corrective action.
Prepare reports and escalate issues for timely resolution.
Know how to use programs and change functions on computer systems operating equipment or necessary for daily business functions.
Perform other duties as assigned, including conducting competition and rate surveys, assisting in new training program development, and completing reasonable tasks requested by management.

Requirements

Computer Literacy (Microsoft Suite of programs)
4-year college degree, equivalent experience may substitute for degree.
Continuing education credits in management or equivalent.
Three years management experience in parking, call center, or high-volume customer service role.
Ability to sit and/or stand for extended periods of time.
Ability to reach with hands and arms.
Ability to use hands to write reports and operate computers and equipment.
Ability to effectively communicate with customers using Intercoms, Phone and Email.
Ability to lift or move up to 50 pounds occasionally.

Skills

Customer Service
Team Leadership
Mentoring
Staff Development
Performance Management
Collaboration
Policy Adherence
Reporting
Training Development
Customer Satisfaction Goal Setting
Process Improvement
Documentation
Access Control Systems
Skidata
PARCS Systems
IntegraPark
Flowbird
Reservation Providers
Microsoft Office Suite

Location

Client Facilities

Work Type

Full-time

Experience Level

Management Experience

Education Level

4-year college degree
Equivalent experience may substitute for degree
Continuing education credits in management or equivalent

Salary/Compensations

$60,000 - $70,000

Benefits

Comprehensive benefits package
Eligibility to participate in a Company incentive or bonus program

About the Company

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions.
Over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient.
ABM serves market sectors including commercial real estate, aviation, education, mission critical, and manufacturing and distribution.
With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions.
Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world.
ABM: Driving possibility, together.

Equal Opportunity

ABM is an Equal Employment Opportunity (EEO) employer that does not discriminate on the basis of any trait or characteristic protected by applicable federal, state, or local law, including disability and protected veteran status.
ABM is committed to working with and providing reasonable accommodation to individuals with disabilities.
ABM participates in the U.S. Department of Homeland Security E-Verify program.
ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military.
Applicants should apply at www.abm.com/careers.