Customer Service Manager

Customer Service Manager/Lead
Full-Time In-Office $50000 annually

About the Role
We are looking for a strong people leader to manage our centralized Guest Experience team and help deliver a consistent high-quality experience for guests across our growing network of car wash locations. This role leads the team responsible for handling inbound guest calls emails online inquiries and service-related issues while improving team performance identifying recurring guest concerns and partnering with Operations and other departments to resolve issues that impact the guest experience.

This is more than a traditional customer service position. Were looking for a leader who can develop people establish accountability use data to identify opportunities and continuously improve how we support our guests.

What Youll Own

Team Leadership & Development

• Lead coach motivate and develop the Guest Experience team
• Establish clear performance expectations and hold team members accountable for results
• Provide ongoing coaching feedback and training to improve performance
• Participate in recruiting onboarding and training of Guest Experience representatives
• Build a positive performance-driven team culture

Customer Service & Guest Experience

• Oversee inbound guest calls emails and online inquiries to ensure accurate timely professional responses
• Handle escalated guest concerns requiring additional leadership support
• Identify recurring guest concerns and communicate trends to leadership
• Partner with Operations and other departments to resolve cross-functional issues
• Help turn guest feedback into actionable business improvements

Performance & Operations

• Monitor guest contact volume and ensure appropriate staffing/coverage
• Track and improve KPIs including response time resolution time quality and guest satisfaction
• Maintain accurate records of guest interactions escalations and resolutions
• Develop and implement processes procedures and service standards
• Assist with special projects and department initiatives as needed

Required Qualifications

• 2 years of experience in customer service guest experience call center hospitality retail or another service-based environment
• At least 1 year of leadership supervisory or management experience
• Demonstrated ability to coach motivate and hold team members accountable
• Strong written and verbal communication skills
• Strong problem-solving and conflict-resolution abilities
• Ability to manage multiple priorities in a fast-paced high-volume environment
• Comfortable using computers email CRM/customer service platforms and business software

Preferred Qualifications

• Experience managing a customer service contact center or Guest Experience team
• Experience in a multi-location retail hospitality automotive or service-based organization
• Experience using CRM ticketing or customer service management platforms
• Experience tracking customer service KPIs and developing SOPs or training programs

Work Requirements

• Full-time in-office leadership position
• Ability to sit and work at a computer for extended periods
• Regular and reliable attendance required; schedule may vary based on business needs

Compensation & Benefits

• Annual Salary: $50000$60000 based on experience and qualifications
• Voluntary Dental Vision and Accident insurance through Mutual of Omaha available to full-time employees (30 hrs/week) working for Bluewave and Clearwater and their eligible dependents
• Benefits elections made through the Paycom Portal during open enrollment