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2 results for Customer Service Manager in Hickory, NC

Customer Service Representative

Gastonia, NC
onsite
Temporary to Hire
18 - 20 USD / Hourly
We are looking for a Customer Service Representative to join our team in Gastonia, North Carolina in a contract capacity with the potential for a permanent position. This role supports daily customer and sales operations by managing order information, maintaining accurate records, and preparing reporting that helps the business stay organized and responsive. The ideal candidate brings a service-oriented mindset, strong Excel capabilities, and the ability to handle detailed administrative work in a fast-paced environment. Responsibilities: • Manage incoming sales order details from events, representatives, and customer interactions, ensuring information is entered correctly and promptly. • Monitor orders from initial submission through completion, updating records and communicating status changes as needed. • Prepare recurring and ad hoc business reports for leadership using accurate data and clear formatting. • Complete high-volume data entry tasks with close attention to precision, consistency, and turnaround time. • Build, maintain, and organize spreadsheets that support reporting, order visibility, and administrative workflows. • Develop Excel-based charts, summaries, and reporting materials to present business data in a useful format. • Provide administrative assistance related to order follow-up, customer inquiries, and internal coordination. • Support customer service activities by responding professionally to requests and helping resolve order-related questions.
2026-09-14T00:00:00Z

Contact Center Manager

Charlotte, NC
onsite
Permanent / Full Time
80000 - 120000 USD / Yearly
Our client is a rapidly growing HVAC organization seeking an experienced Contact Center Manager to take ownership of its customer contact center operations in Charlotte. This is a key leadership role for an organization that is growing quickly and looking to build the processes, technology, reporting, and infrastructure needed to support that growth.The ideal candidate is more than a traditional call center people manager. This person will be a data-driven, proactive operator who can look at contact center performance, identify opportunities, leverage technology and AI, and work cross-functionally to improve the customer experience and overall business efficiency.This is an opportunity for someone who enjoys entering a growing environment, identifying what is working and what is not, and then building better processes rather than simply maintaining the status quo.Key Responsibilities<ul><li>Lead the day-to-day operations of the contact center, ensuring appropriate coverage, responsiveness, service quality, and consistent execution.</li><li>Lead, coach, and develop a team of approximately 10–12 employees across local and offshore support functions, fostering accountability, productivity, and strong customer service.</li><li>Establish and monitor key performance indicators (KPIs) related to call volume, response times, conversion, service levels, customer experience, productivity, and other relevant contact center metrics.</li><li>Develop and improve reporting and dashboards to provide leadership with greater visibility into contact center performance and emerging trends.</li><li>Analyze operational data to identify bottlenecks, recurring issues, staffing opportunities, and other areas for improvement, then translate those findings into actionable solutions.</li><li>Proactively evaluate AI, automation, and emerging contact center technologies to identify opportunities to improve efficiency, customer communication, employee productivity, and scalability.</li><li>Identify opportunities to streamline workflows and eliminate unnecessary manual processes as the organization continues to grow.</li><li>Partner closely with Operations, Sales, Service, Finance, IT, and other departments to identify cross-functional inefficiencies and implement solutions.</li><li>Help develop and standardize contact center processes, procedures, service standards, escalation protocols, and best practices.</li><li>Oversee scheduling, workload distribution, staffing needs, and escalation management to ensure the team can effectively support business demand.</li><li>Utilize platforms such as ServiceTitan and QuickBooks Enterprise to support effective service coordination, customer communication, and administrative processes.</li><li>Identify training and development needs and establish coaching programs that improve both individual and team performance.</li><li>Monitor customer and operational trends and proactively recommend changes before issues become larger business problems.</li><li>Serve as a key operational partner to leadership as the company continues to scale, helping build the infrastructure and processes necessary to support continued growth.</li></ul>
2026-08-17T00:00:00Z