Customer Service Manager
Company: Sir Galloway Dry Cleaners, Inc. (SGDC)
Location: Miami, FL (Multiple locations)
Reports To: President
Job Type: Full-time
Core Status: Equal Opportunity Employer | E-Verify Compliant | Drug-Free Workplace
Job Summary
Sir Galloway Dry Cleaners is seeking a hands-on, high-energy Bilingual (Spanish) Customer Service Manager to lead our CS and Route Delivery teams in Miami. In this role, you will champion our "I-CARE" attitude, ensuring every customer receives an outstanding experience. You will oversee daily store operations, coordinate delivery routes, and directly manage team development, scheduling, and training.
This is an active, fast-paced operational role. It requires a resilient leader who is adept at juggling multiple, unexpected challenges simultaneously, willing to roll up their sleeves, drive company delivery routes when needed, and work directly on the floor alongside the team.
What We Offer
- Base Salary: Competitive annual base salary of $60,000.
- Performance Incentives: Weekly bonus structure yielding 0.15% of route and store receipts.
- Financial Convenience: Weekly pay disbursed via direct deposit.
- Retirement Planning: 401(k) retirement plan with an employer match contribution.
- Paid Time Off: Upon successful completion of the initial 180 days of employment, you are eligible for 6 days of Paid Time Off (PTO). Additional PTO will become available after first anniversary. Please note: No elective time off is authorized from the fourth Monday in November through January 6th.
- Health & Wellness:
- Group Health Plan (employee contribution required).
- Vision Plan (employee's premium is fully covered by the employer).
Availability
- Variable, Extended Schedule: Open schedule flexibility during operating hours: Monday–Friday (6:45 AM – 8:00 PM) and Saturdays twice a month (7:45 AM – 6:00 PM).
- Emergency Response: Must be available by phone 24/7, 365 days a year to coordinate emergency situations. All calls must be answered or returned within 30 minutes.
- Workshops & Meetings: Coordinate and conduct mandatory quarterly 6:30 AM Saturday Breakfast Customer Service Workshops. In addition, lead a monthly retention meeting on one Wednesday per month with store Customer Service Representatives.
- Emergency Coverage: Willingness and ability to fill in for absent staff or run a delivery route at a moment’s notice.
Key Responsibilities
Team Leadership & Development
- Manage & Coach: Train, supervise, counsel, and discipline CS and Route Delivery personnel; appraise job results.
- Scheduling & Payroll: Coordinate team schedules with Assistant Managers to ensure store and route coverage while minimizing overtime. Verify and edit weekly timecards every Wednesday morning.
- Hiring: Anticipate staffing needs and actively participate in selecting new team members.
- Training Workshops: Coordinate and conduct quarterly Saturday Workshop Breakfast Meetings for ongoing team development.
Daily Operations & Quality Control
- Store & Route Oversight: Perform routine daily store inspections, oversee all route activities, and conduct scheduled weekly meetings on a consistent day and time with Assistant Managers.
- Hands-on Route Support: Assist route personnel with loading vans daily when the Assistant Customer Service Manager for Routes is absent.
- Plant Quality Control: Partner with the Production Team to fix quality or order errors before drivers leave the Plant when the Assistant Customer Service Manager for Routes is absent.
- Supply Chain: Order necessary operational supplies for garment detailing and specialty services (e.g., wedding gowns).
- Equipment Maintenance: Troubleshoot store equipment, fixtures, and production assets.
Customer Care & Conflict Resolution
- Issue Resolution: Research customer claims and complaints alongside Assistant Managers to make final resolution decisions based on company guidelines.
- Specialty Services: Work with the Lady Galloway Representative to manage unique customer requests, video requests, shipping, and specialized gown boxing.
Job Requirements & Qualifications
- Experience: Minimum of 5 years of customer service experience (or an equivalent mix of education and experience).
- Core Competency: Proven ability to multi-task and successfully juggle multiple, unexpected matters simultaneously in a fast-paced environment.
- Language: Bilingual (English/Spanish) is required. Must have effective verbal and written English skills and the ability to communicate fluently in Spanish.
- Technical Skills: Proficiency with computers (MS Office, internet, email) and a willingness to master SPOT software and Outlook calendars.
Physical, Policy & Grooming Demands
- Mobility: Able to stand for a full shift and constantly step in and out of a delivery van during the workday.
- Lifting & Handling: Able to load, unload, lift, carry, push, and pull laundry bags and/or hanging garments up to 40 lbs. as needed for pick-up and delivery services.
- Climate: Comfortable working in a high-temperature environment (over 95°F).
- Grooming & Appearance: Must maintain a well-groomed business appearance. No facial piercings are permitted. Facial hair must be clean, neat, and trimmed. Any body art/tattoos must be fully covered during the work shift.
- Workplace Policy: Smoke-free environment. Smoking and vaping are strictly prohibited at all company facilities, inside company vehicles, and on customer premises.
Travel Requirements
- Out-of-Area Travel: Ability to travel outside of the local area for multi-day trips an average of 3 times per year for trade training and/or other assignments as requested by the owner.
- Daily Transit: Use of a personal vehicle is not required for daily operations.
Background & Driving Record Requirements
- Screenings: Employment is contingent upon the successful completion of a comprehensive background check and a motor vehicle record (MVR) review.
- Licensing: Applicants must possess a valid Florida driver's license with a clean driving record to operate company vehicles.
- Compliance: In compliance with the Fair Credit Reporting Act (FCRA), all screenings are conducted post-offer and require written candidate authorization.
Equal Opportunity, E-Verify & Drug-Free Workplace Disclosures
- Equal Opportunity Employer (EOE): Sir Galloway Dry Cleaners, Inc. provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics.
- E-Verify: Our company participates in E-Verify to confirm the employment eligibility of all newly hired individuals.
- Drug-Free Workplace (DFWP): We maintain a drug-free workplace. Pre-employment, post-offer drug screening is a mandatory condition of employment.
Pay: $60,000.00 - $72,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- This role requires seamless communication with our staff and customer base in Miami. Are you fully bilingual, Spanish, and comfortable conducting business fluently in both English and Spanish?
- This is a very hands-on role. You will be on your feet all shift, constantly stepping in and out of delivery vans, and lifting or pulling laundry bags/garments up to 40 lbs. Additionally, parts of our Plant facilities can exceed temperatures of 95°F. Are you comfortable and physically able to work consistently under these conditions?
Experience:
- Customer service: 5 years (Required)
License/Certification:
- Driver License (Required)
Work Location: In person
