• Customer Service Manager

    Robert Half Office Team (Fort Worth, TX)


    Description

    Are you a dynamic leader with a passion for building and mentoring high-performing teams? We’re seeking a Customer Service Manager to join a growing and well-established electric services company in Fort Worth, TX. This is a direct hire opportunity with great benefits including medical, dental, vision, 401(k) match, and profit sharing.

     

    About the Role

     

    You will lead a customer service team of 40–45 representatives, both in-house and remote, through 4 direct-report supervisors and a trainer. Reporting directly to the Director of Customer Service, this individual will help drive service excellence, improve retention, and support the rollout of new systems like SAP.

    Key Responsibilities

    + Manage, coach, and develop supervisors and customer service staff

    + Monitor and evaluate performance via call reviews and KPIs

    + Foster a culture of respect, accountability, and service

    + Improve team morale and reduce turnover

    + Provide constructive feedback and implement coaching strategies

    + Assist with the transition from proprietary software to SAP

    + Collaborate with the trainer to ensure consistent onboarding and performance improvement

    Requirements

    Qualifications

    + Proven experience managing large, diverse customer service teams

    + Ability to lead both in-house and remote employees

    + Strong communication and leadership skills

    + Balanced focus on people and process (approx. 65% people-focused, 35% process-oriented)

    + Experience handling escalations and driving service excellence

    + Spanish fluency strongly preferred

    + Familiarity with SAP or CRM platforms is a plus

    Requirements

    + All applicants must complete a Culture Index survey and score 80 or above to be considered.

    TalentMatch®

    Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

     

    Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

     

    All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

     

    • 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .