Job Description

Job Title: Customer Service Manager

Location: Fort Worth, TX

Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM

Type of Employment: Full-time, Permanent

Compensation: $75,000 – $95,000 annually, plus quarterly performance-based bonus

Industry: Confidential

Benefits: This position is eligible for health, dental, and vision coverage, a retirement plan with employer match, disability protection, and paid time off after 90 days of employment.

Job Description:

Addison Group is seeking a highly skilled Customer Service Manager on behalf of our client. This role is responsible for leading a customer-facing team and ensuring outstanding service delivery to clients, partners, and internal stakeholders. The ideal candidate thrives in a fast-paced environment, excels at problem-solving, and has a proven track record of managing teams to deliver results.

Key Responsibilities:

• Lead a team to provide professional, timely, and accurate service to clients and internal stakeholders.
• Mentor and develop staff, promoting a culture of accountability, collaboration, and continuous improvement.
• Implement and maintain departmental processes, policies, and standards while protecting sensitive information.
• Manage escalated client issues, ensuring resolutions are handled discreetly and professionally.
• Collaborate with internal teams to streamline communication and enhance overall service delivery.
• Monitor performance metrics and prepare confidential reports for senior leadership.
• Identify opportunities for process improvements while maintaining discretion and confidentiality.
• Assist with recruiting, onboarding, and training of team members, upholding confidentiality throughout.
• Ensure compliance with company policies, regulations, and internal quality standards.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of leadership experience in customer service, operations, or a similar role.
• Demonstrated ability to manage a team directly, driving performance and development.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficient with CRM systems, ERP platforms, and Microsoft Office Suite.
• Strong organizational and analytical skills with meticulous attention to detail.
• Ability to manage multiple priorities while maintaining discretion and confidentiality.
• Experience in financial services, professional services, or banking is preferred.
• Experience in a client-facing or service-oriented industry is preferred.

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