Department Manager - customer Service

Customer Care Department Manager

Dalworth Restoration is seeking a Customer Care Department Manager to join our team in Euless, TX.

Position Summary:

The Customer Care Department Manager provides leadership, strategic direction, and operational oversight for all customer service and accounts receivable activities. This role is responsible for ensuring the department meets performance targets, delivers exceptional customer experiences, and achieves accurate, timely collections. The Manager oversees staffing, process optimization, and budget considerations while serving as the senior escalation point for complex customer and billing matters.

Key Responsibilities:

• Lead, manage, and develop the Customer Care & Accounts Receivable department, ensuring alignment with company objectives and service standards.
• Set departmental performance goals, monitor metrics, and implement corrective actions to achieve collection, service, and efficiency targets.
• Direct the management of 50+ active customer accounts, ensuring timely communication, accurate documentation, and resolution of escalated issues.
• Oversee and enforce best practices for ERP/CRM system utilization, ensuring data accuracy, process consistency, and reporting integrity.
• Serve as the senior escalation contact for sensitive or high-value accounts, ensuring swift, customer-focused resolutions that protect company interests.
• Build and maintain strategic relationships with mortgage companies, insurance adjusters, and agents to support account resolution and strengthen partnerships.
• Review and approve departmental reports, proposals, and contracts, ensuring accuracy and compliance with policies and regulations.
• Monitor collections activities, track aging accounts, and lead strategic initiatives to reduce delinquency rates.
• Partner with cross-functional department leaders to address outstanding project and payment challenges.
• Oversee resource allocation for phone coverage, account management, and customer inquiries to ensure optimal responsiveness.
• Analyze departmental trends, identify operational risks, and lead continuous improvement initiatives to enhance performance and customer satisfaction.

Qualifications & Requirements:

• 5+ years of progressive experience in customer service, accounts receivable, or collections, with at least 2 years in a managerial or department leadership role.
• Proven ability to manage teams, set performance targets, and achieve measurable results.
• Expertise in ERP and CRM systems, with a strong focus on data integrity, reporting, and operational efficiency.
• Exceptional communication and leadership skills, with the ability to influence at all organizational levels.
• Strong organizational and strategic planning skills in a high-volume, deadline-driven environment.
• Demonstrated success in problem-solving and implementing process improvements.
• High attention to detail, accountability, and professional integrity.
• Valid Driving License and pass a MVR check
• Must be able to pass a background check
• Must be able to pass a drug screen

Work Environment:

• Professional office setting with frequent computer and phone use.
• Fast-paced, collaborative environment with extensive customer and partner interaction.
• Standard business hours with flexibility for extended hours during peak periods.
• Regular engagement with customers, internal teams, and external partners.
• Occasional lifting of up to 25 lbs. may be required.

Salary: 50,000-65,000 DOE

Benefits:

• Medical, Dental, Vision, and Life Insurance
• HSA and FSA options
• Unlimited PTO
• Paid sick time
• 6 company-paid holidays + 1 floating holiday
• 401k with up to 4% company match
• Weekly pay and discount programs

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.