Manager, Customer Service at The Hilldrup Companies – Stafford, Virginia

About the Job

This role involves hiring, coaching, setting goals, monitoring performance, and ensuring exceptional service delivery. Manages and develops a team of move coordinators. The manager will collaborate across departments, resolve escalated issues, and build client relationships, all while supporting Hilldrup’s vision to be the best in moving services.

Job Duties

You will be responsible for daily team management, goal setting, and performance oversight. The role includes hiring, onboarding, coaching, training, and developing both new and current staff to ensure high-quality service delivery and continuous improvement. You will establish and monitor individual and team metrics, make strategic workforce adjustments, and address performance concerns in line with company guidelines.

You will also be responsible for building and maintaining relationships with key corporate clients, managing critical accounts, and resolving escalated service issues promptly and professionally. You will also need to collaborate with other department leaders and external partners. You will help develop efficient processes and ensure the department’s goals align with company objectives.

Occasionally, you will be required to work outside regular business hours to meet customer needs and ensure service excellence.

Qualifications and Skills

Education/Work Experience/Certificates

• Four-year degree from an accredited university and/or five to seven years of customer service experience in a high-volume environment
• Three to five years of moving and storage industry experience preferred

Skills

• Customer Focused
• Collaborative
• Communicative
• Resilient
• Strive for inclusion of others
• Leadership and team management
• Customer service expertise
• Problem solving and critical thinking
• Organizational and multitasking abilities