Top 332 Customer service representative Jobs in Hoover, Al

Call Center Manager
Common Threads —Birmingham, AL
- $65,000 - $80,000 a year
- Full-time
- Analysis skills
- Supervising experience
- Bachelor's degree
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Client Services Specialist - Commercial Lines (On-site)
Vaco by Highspring —Birmingham, AL
- $65,000 - $75,000 a year
- Mid-level
- Office
- Bachelor's degree
- Health insurance
- Dental insurance
Quick Apply
1d
Client Support Specialist- GREAT CULTURE!
PangeaTwo —Birmingham, AL
- $45,760 a year
- Computer literacy
- Administrative experience
- Organizational skills
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7d
Nursery Customer Sales & Service Rep I
SiteOne Landscape Supply —Birmingham, AL
- Full-time
- Merchandising
- Residential
- High school diploma or GED
14d
Remote Inbound Customer Service Agent - 8.2 Start
Grand Circle LLC —Birmingham, AL
- $18 an hour
- Call employer
- Remote
- Mid-level
- Travel
- 1 year
- Paid holidays
- Disability insurance
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Call Center Representative - DHA
US Social Security Administration —Birmingham, AL
- $40,736 - $82,007 a year
- Online Application
- Hybrid work
- Background check
- High school
- Pass drug screening
Customer Service Representative
Contact Government Services, LLC —Birmingham, AL
- $15 - $16 an hour
- Full-time
- Remote
- Spanish
- English
- High school diploma or GED
- Health insurance
- Dental insurance
Quick Apply
Supervisor Customer Service - BHM
Southwest Airlines —Birmingham, AL
- $36.00 - $37.50 an hour
- Weekends as needed
- 18 years or older
- Word processing
- English
- Profit sharing
- Health insurance
3d
Customer Service Representative
HYDRA-POWER SYSTEMS INC —Birmingham, AL
- $29 - $34 an hour
- Word processing
- Computer literacy
- Writing skills
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Contact Center Advocate | Full-Time
Avadian Credit Union —Hoover, AL
- $20 an hour
- Full-time
- High school diploma or GED
- Computer skills
- Entry level
Client Success Representative (Remote)
Demand.com —Birmingham, AL
- Remote
- Mid-level
- Communication skills
- Time management
Quick Apply
Customer Service Representative I
PRADCO Inc. —Birmingham, AL
- Weekends as needed
- Remote
- High school diploma or GED
- 2 years
- Communication skills
18h
Client Service Representative – Immediate Start
BrandNest —Birmingham, AL
- $20 - $29 an hour
- Urgently hiring
- High school diploma or GED
- Organizational skills
- Communication skills
- Paid training
- Opportunities for advancement
Quick Apply
Onsite Contact Center Representative- Hoover, AL
Regions —Hoover, AL
- $35,748.02 - $42,940.00 a year
- Overtime
- Computer literacy
- Office
- High school diploma or GED
- Health savings account
- Health insurance
Customer Service Representative (CSR)
Bocatti Experience —Birmingham, AL
- $17 - $25 an hour
- 8 hour shift
- Computer skills
- Communication skills
- Entry level
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5h
Customer Service Representative - State Farm Agent Team Member
Jud Bennett - State Farm Agent —Vestavia, AL
- $50,000 - $80,000 a year
- Full-time
- Office
- Organizational skills
- Communication skills
- Disability insurance
- Health insurance
Quick Apply
Pharmacy Customer Service Associate
Walgreens —Hoover, AL
- $16 - $18 an hour
- Part-time
- Computer literacy
- Basic math
- Maintenance
- Continuing education credits
- Health insurance
5d
Customer Service Representative - State Farm Agent Team Member
Tyler Rutledge - State Farm Agent —Birmingham, AL
- $20 an hour
- Part-time
- Office
- Communication skills
- Entry level
- Opportunities for advancement
- Flexible schedule
Quick Apply
Part-Time Customer Service
DEEP SOUTH FREIGHT —Birmingham, AL
- $18 - $20 an hour
- Part-time
- In-person
- Entry level
Quick Apply
18h
Customer Service Representative
Daxko —Birmingham, AL
- $18 - $22 an hour
- 8 hour shift
- Hybrid work
- Mid-level
- Office
- High school diploma or GED
- Dental insurance
- Paid time off

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Call Center Manager

Common Threads -
Birmingham, AL

Quick Apply

Job Details

Full-time
$65,000 - $80,000 a year

Qualifications

Knowledge management
Customer relationship building
Managing teams in a customer support role
Team leadership
Incident Escalation
Frontline customer support management
Supervising experience
Customer service knowledge base

Full Job Description

Call Center Manager

Common Threads Charitable Donation Services

Reports To: Director of Logistics & Operations Department: Customer Service & Donation Operations Location: Common Threads Charitable Donation Services (with regional field coordination) Employment Type: Full-Time, Exempt Direct Reports: Customer Service Representatives

POSITION SUMMARY

Common Threads Charitable Donation Services is seeking an experienced Call Center Manager to lead the human-supported side of a modern, technology-forward customer contact operation. Common Threads operates a primary AI-powered contact center that autonomously handles routine scheduling functions, including standard donation pickup bookings, appointment confirmations, and high-volume inbound inquiries.

The Call Center Manager is responsible for all interactions escalated beyond the AI platform's capabilities, including complex customer service issues, complaints, partner concerns, and operational challenges requiring human judgment, empathy, and accountability.

This role combines team leadership, service quality ownership, and administration of the organization's AI scheduling platform. The Call Center Manager serves as the primary business owner and super-user of Common Threads' AI contact center technology, maintaining call flows, routing logic, escalation pathways, and the knowledge base that supports donor and customer interactions. The position ensures that every contact requiring human intervention is resolved quickly, professionally, and in a manner that strengthens relationships with donors, community partners, and stakeholders.

PRIMARY RESPONSIBILITIES

Customer Service Escalations

Serve as the senior point of contact for escalated customer issues that cannot be resolved by the AI platform or front-line representatives.
Manage the escalation queue, establish response-time expectations, and personally oversee sensitive or high-impact cases through resolution.

Property Partner Relations

Act as the primary liaison for property managers, landlords, business partners, and site owners regarding donation bins, collection activities, and site-related concerns.
Investigate and resolve issues involving bin placement, overflow, servicing schedules, accessibility, and site appearance while maintaining positive partner relationships.

Donation Bin Service Management

Oversee the intake, prioritization, and resolution of issues involving attended and unattended donation bins, including servicing requests, relocations, repairs, overflow situations, and damage reports.
Coordinate with logistics and field operations teams to ensure timely resolution.

Attended Donation Center Support

Address customer and operational concerns arising at attended donation centers, ensuring consistent service standards and a positive donor experience.

Home Donation Pickup Resolution

Manage escalated donor concerns related to home donation pickups, including missed collections, delays, rescheduling requests, special handling situations, and service complaints.
Ensure every case transferred from the AI scheduling system receives appropriate follow-up and resolution.

AI Platform Administration

Serve as the primary administrator and super-user of Common Threads' AI contact center platform.
Configure and maintain AI call flows, routing rules, prompts, escalation pathways, and operational settings.
Own and regularly audit the knowledge base that supports donor communications, service area information, donation guidelines, and pickup policies to ensure accuracy and consistency.

AI Contact Center Optimization

Define and continuously improve handoff procedures between automated and human support.
Monitor AI performance, customer sentiment, and escalation trends.
Identify recurring issues and collaborate with leadership to improve automation effectiveness and customer experience.

Team Leadership

Recruit, train, schedule, coach, and develop Customer Service Representatives.
Establish performance expectations, conduct quality reviews, and foster a customer-focused culture aligned with Common Threads' mission and values.

Service Quality & Reporting

Develop and monitor key performance indicators across both AI and human-supported operations, including:
- Resolution time
- Escalation volume
- Customer satisfaction
- Complaint trends
- AI containment rates
- Human handoff rates
- Donor sentiment
Provide regular reporting and recommendations to leadership regarding operational performance and process improvements.

QUALIFICATIONS

3+ years of call center, contact center, or customer service management experience with direct supervisory responsibility.
Proven success managing escalations, complaints, and high-stakes customer relationships.
Experience administering or supporting AI-driven contact center platforms, conversational AI systems, CRM software, or scheduling technologies strongly preferred.
Experience serving as a platform administrator or super-user for systems such as RingCentral, Five9, Genesys, NICE CXone, or similar cloud-based contact center platforms is highly desirable.
Understanding of workflow automation, call routing logic, and AI knowledge base management.
Familiarity with donation collection operations, logistics, route scheduling, field service coordination, or property management is a plus.
Bachelor's degree in Business, Operations, Communications, or a related field, or equivalent professional experience.

SKILLS & COMPETENCIES

Exceptional written and verbal communication skills with the ability to professionally de-escalate difficult situations.
Strong analytical, problem-solving, and decision-making abilities.
Ability to manage multiple priorities and maintain service excellence in a fast-paced environment.
Comfortable using operational dashboards, metrics, and reporting tools to drive performance.
Collaborative leadership style focused on coaching, accountability, and employee development.
Technically proficient in administering contact center software, including configuring call flows, routing logic, automation rules, and AI prompts.

WHY COMMON THREADS CHARITABLE DONATION SERVICES

At Common Threads Charitable Donation Services, every donation, collection, and community partnership contributes to a more sustainable future. Our mission is to extend the life of reusable goods, reduce waste, and support charitable initiatives that strengthen the communities we serve.

As part of our team, you will help create an exceptional donor experience by combining innovative technology with genuine human service. When donors, partners, and community members need personal assistance, you will ensure they receive knowledgeable, compassionate, and effective support.

Common Threads Charitable Donation Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are respected, valued, and empowered to succeed.

Quick Apply

Refine Your Search

customer service representative jobs in hoover, al

Call Center Manager

Client Services Specialist - Commercial Lines (On-site)

Client Support Specialist- GREAT CULTURE!

Nursery Customer Sales & Service Rep I

Remote Inbound Customer Service Agent - 8.2 Start

Call Center Representative - DHA

Customer Service Representative

Supervisor Customer Service - BHM

Customer Service Representative

Contact Center Advocate | Full-Time

Client Success Representative (Remote)

Customer Service Representative I

Client Service Representative – Immediate Start

Onsite Contact Center Representative- Hoover, AL

Customer Service Representative (CSR)

Customer Service Representative - State Farm Agent Team Member

Pharmacy Customer Service Associate

Customer Service Representative - State Farm Agent Team Member

Part-Time Customer Service

Customer Service Representative

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