Customer Service Team Manager

United States - Texas - Aafes Headquarters (dallas)mid

Customer SupportCustomer Service Representative

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Quick Summary

Requirements Summary

ASSOCIATE OF BUSINESS ADMINISTRATION - Preferred Additional Qualifications/Requirements Work – Onsite (HQ – Dallas, Texas) Candidates eligible for the Military Spouse Exemption may be

Technical Tools

Customer SupportCustomer Service Representative

Supervises a 24/7 call center staff of customer service reps who receive telephone calls, chats, email and faxes from customer or vendors.

Requirements

~1 min read

Two years of retail call center or retail operations management experience. Call center training and data analysis experience preferred.

Or

Bachelor's degree and retail call center or retail operations management experience. Call center training and data analysis experience preferred.

Degree (one of):

ASSOCIATE OF BUSINESS ADMINISTRATION - Preferred

Work – Onsite (HQ – Dallas, Texas)

Candidates eligible for the Military Spouse Exemption may be considered for remote work
PCS Not Authorized/LSP Not Authorized

ADDITIONAL QUALIFICATIONS

Experience leading and developing customer service teams in a fast-paced e-commerce environment, including performance management, coaching, associate engagement, and talent development.
Proven ability to drive operational results through data-driven decision making, customer escalation resolution, and cross-functional partnerships.
Experience building engaged, high-performing teams while fostering accountability, professional growth, and customer-focused support.
Experience supporting digital customer experiences, including order fulfillment, returns, refunds, and customer remediation processes.
Proficiency in Microsoft Excel, including data analysis, reporting, and basic modeling.
Experience gathering, documenting, and validating business requirements.
Ability to create process maps, workflows, and other business documentation.
Strong analytical and problem-solving skills with the ability to identify trends and drive process improvements.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Strong attention to detail, organizational skills, and commitment to accuracy.

Takes appropriate action to ensure customers are satisfied.
Reviews team quotas, productivity and performance levels in order to meet or exceed operational goals.
Trains, develops, and implements operational standards and policies.
Provides recommendations and executes corporate programs and initiatives.
Performs other duties as assigned.

24/7 365 days a year
Certified Call Center Manager Certificate