- Charlotte, North Carolina, United States
- On-site
- Full-time · Manager
- 1+ years
Leading and developing a team of specialists and representatives who support customers, resolve inquiries, contribute to revenue growth, and deliver world-class service.
Responsibilities
- Conduct regular quality reviews across all supported channels and provide structured feedback
- Maintain a consistent in-office presence for hands-on support, side-by-side coaching, and real-time feedback
- Ensure team adherence to documentation standards, naming conventions, and customer communication protocols within CRM systems
- Perform floor walks and live coaching to reinforce quality standards
- Actively monitor customer contact queues in real-time to maintain service level agreements (SLAs)
Requirements
- Bachelor’s degree preferred
- Nice to have: equipment rental experience
- Nice to have: construction industry experience
- Nice to have: B2B service industry experience