A premier regional shopping center in Fredericksburg, Virginia, is seeking an experienced, full-time Customer Service Manager to lead its customer service operations. The primary objective of this role is to uphold high standards of guest service consistent with a top-tier retail destination. The Customer Service Manager will oversee daily activities and support the ongoing development of a team of 4 to 5 customer service representatives. The ideal candidate will demonstrate strong interpersonal and problem-solving skills, maintain a comprehensive knowledge of the greater Fredericksburg area and local community events, and effectively resolve diverse guest inquiries.

Responsibilities:

Communication Communicate effectively with management, tenants, and guests Establish a strong rapport with retailers and distribute information as necessary Act as a liaison between guests and management Attend all management team meetings Maintain awareness of issues pertinent to the center and report as necessary Team Leadership Interview and hire Customer Service staff Provide new employee training, as well as continued team training and evaluation Prepare staff meetings and provide minutes to supervisor and management staff Establish shifts and create a weekly work schedule for staff, making accommodations when necessary Evaluate employees to improve performance Set team and individual performance goals Set goals for Customer Service Representatives and monitor and report results Promote and monitor operating policies Trouble shoot guest issues Drive Customer Service Team to achieve a high level of guest satisfaction Training Provide ongoing training opportunities for all Customer Service Representatives Initiate training exercises and programs to elevate the knowledge of the Customer Service Representatives Administrative Accurately complete daily, weekly, and monthly reports and meet deadlines Daily reconciliation of gift card monies Create memos and informational pieces for staff Scheduling and payroll Knowledge Knowledge of shopping center stores and restaurants and their product lines Knowledge of the trade area surrounding the shopping center, including current events Knowledge of area hotels, restaurants, attractions and transportation systems Technical/Operations Troubleshoot gift card program and maintain equipment Knowledge of telephone system, and radios Inspection of strollers and wheelchairs for safe and proper operation Marketing Support marketing and tourism initiatives Manage Customer Service Team participation in promotional activities Manage day-to-day operations of shopping center gift card program, including corporate orders as necessary The Customer Service Manager must be available for a variety of shifts, including a mix of days, nights, and weekends. Compensation for the position is $15.00/hour.

Pay:

From $15.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) Flexible schedule Health insurance

Work Location:

In person