Customer Support Manager - Eurofins Environment Testing - Carrollton, TX

This position will be responsible for all customer service operations in our Radon and Mold business. Customer service consists of a team of three to five employees who handle all customer interactions. This includes high-importance account as well as standard accounts.

Customer service operates in an in-house call center to address customer needs related to our direct-to-consumer (DTC) product lines. The department also supports business-to-business (B2B) sales and support. The department also processes all inbound mail, executes marketing activities, onboards new clients and finalizes sales, and handles most DTC and B2B outbound shipments.

The position is Monday to Friday, 8:00 AM to 5:00 PM. Regular work schedule out of these hours is not expected,  but may occasionally become necessary.

Essential Duties & Responsibilities:

• Oversee all daily customer service operations.
• Support the team's daily operations and workflow. Sets employee schedules and duties based on current business needs.
• Ensure high-quality support is provided to high-value clients, including large businesses and consulting firms.
• Assist team members in resolving difficult, complex, or unusual customer issues.
• Address escalated customer concerns and resolve service-related issues with dissatisfied customers.
• Conduct employee performance reviews and establish performance goals.
• Support employee development, growth, engagement, and retention initiatives.
• Submit recommendations regarding staffing levels, wage adjustments, and promotions to the Technical Director.
• Ensure employees adhere to Standard Operating Procedures (SOPs) and meet all quality, compliance, and ethical requirements.
• Support and enforce departmental standards and directives established by the Technical Director.
• Perform other duties and responsibilities as assigned.