Customer Service Manager

Schedule: Monday–Sunday, 10-hour shifts
Shift Hours: Rotating shifts between 7:30 AM and 8:00 PM
Work Environment: On-site

Job Summary

We are seeking a proactive, motivated, and customer-focused Customer Service Manager to support our on-site vending business. The ideal candidate will be committed to customer satisfaction, problem-solving, and maintaining efficient daily operations. This position requires strong communication, leadership, organizational, and multitasking skills.

Spanish-speaking candidates are strongly encouraged to apply!

Essential Duties and Responsibilities

• Respond to consumer calls and provide accurate, timely, and satisfactory resolutions to customer concerns.

• Guide callers through troubleshooting processes to ensure a positive customer experience.

• Create, manage, and track service tickets in IHA’s CRM system through resolution.

• Collaborate with other IHA departments and resources to improve the consumer experience.

• Perform basic data entry to ensure systems and records remain accurate and up to date.

• Audit customer service calls to ensure quality standards and a positive customer experience.

• Submit approved refund requests and supporting documentation to Accounting for processing.

• Coordinate shift assignments and adjust schedules as needed to meet business demands.

• Maintain accurate records of IHA vending compliance activities to ensure all units meet applicable local and state regulations.

• Assist in developing and implementing IHA’s compliance program in collaboration with the Director of Customer Experience.

Qualifications and Requirements

• High school diploma or equivalent.

• At least two years of relevant customer service or related experience.

• Spanish-speaking ability is strongly encouraged.

• Strong written and verbal communication skills.

• Excellent active listening and problem-solving skills.

• Exceptional interpersonal, rapport-building abilities.

• Patient, empathetic, and professional attitude when handling customer concerns.

• Strong time-management, organizational, and multitasking skills.

• Ability to adapt to changing priorities and work effectively in a fast-paced environment.

• Computer literacy, including proficiency in Microsoft Word, Excel, and Outlook.

• Experience using complex or multi-line phone systems.

• Ability to coordinate schedules, maintain accurate records, and support operational compliance.

Work Schedule Requirements

Candidates must be available to work Monday through Sunday on rotating 10-hour shifts scheduled between 7:30 AM and 8:00 PM, based on business needs.