Customer Support Operations Manager Jobs in Nevada

Description

The Operations Manager is a full-time team management, event management, and customer service position with an emphasis on field management. Responsibilities include recruiting, training, leading, and managing a team of Crew Leaders and Part-Time Installers, as well as daily management of all jobs, customers, and assets within the market. 

 BENEFITS:

• 401k Safe Harbor with Employer 5% match
• Medical, dental, vision, and life/disability offerings
• PTO and Holiday Pay
• Eligible for annual increases based on performance
• Opportunities for professional growth  

Under the supervision of the General Manager, the primary responsibilities include:

• Managing sets and strikes by satisfying client needs 
• Managing, recruiting, training, and leading team of crew leaders and part-time installers 
• Management of all local assets 

Requirements

Required Knowledge, Skills, and Abilities

• Education: High School diploma required. Associates Degree preferred.
• 2+ Years of Experience in the Event Industry or customer service-related job experience.
• Ability to adapt to and maintain a varying schedule and be on call or work weekends, evenings, and holidays, as needed.
• Labor management experience, specifically recruiting, training, scheduling, and accountability.
• Must be able to positively interact with others on a daily basis and be open to constructive criticism.
• Must be able to speak, write, and understand English fluently.
• Proficient in Microsoft Word, Excel, Outlook, and company related computer programs.
• Possess a valid driver's license and submit to an annual driving record review. (No DUIs, etc). This position is required to pass a DOT physical. Must be able to pass written and practical driving tests. 
• Must be able to drive all company vehicles, including medium-duty trucks. 
• Maintain a professional appearance, with no visible tattoos or piercings. 
• Ability to lift 62lbs and work on a step ladder without exceeding maximum weight allowance. 
• Ability to stand or walk for extended periods of time. 
• Must be able to problem solve and prioritize needs on a daily basis. 
• Workload includes 40 50 hours per week on average. 

The Operations Manager is the leader of the operations team in each market. As such, they will demonstrate reliability, leadership, and professionalism in their actions. The Operations Manager ensures customer satisfaction at all times.

Managing Quest Events and Customer Needs

The Operations Manager is responsible for all aspects of event management within the local market. While the Office Manager (in specific locations) is responsible for generating basic proposals, the Operations Manager must have the same ability and is ultimately responsible for ensuring the success of each and every show. Therefore, the Operations Manager will need to be aware of and verify the details of all events within the market. As necessary, the Operations Manager will take customer phone calls and respond to emails. Responsibilities include: 

• Sending out proposals to prospective customers as well as confirm and schedule customer approved bookings. 
• Ensure accurate scheduling for customer bookings within rental software. 
• Clearly communicate with the customer about their needs prior to all events. 
• Details to be discussed and confirmed include but are not limited to: scope of work, accurate billing information, dates and times, and any labor or venue issues/limitations that may arise during the event. 

The Operations Manager is responsible for ensuring that every show is properly staffed, accurately prepared, and effectively executed. Management of the labor hours and schedule of the installation staff is essential, and proactively seeking the best possible employees for these positions is a must. The Operations Manager is responsible for managing the labor hours on a weekly basis and ensures that the labor used is in accordance with the budget limitations.

It is our philosophy to treat each customer as our first priority. The operations staff must always be aware of any special needs the customer may have. The Operations Manager is responsible for all customer service issues that may arise at any Quest Events job within the market. 

Managing, Recruiting, Training, and Leading Team of Crew Leaders and Part-Time Installers

The Operations Manager will lead their team by example. Some key responsibilities of the position are:

• Train each Crew Leader and Installer on all aspects of customer service and safety while instructing them on the best practices for each task. 
• Crew Leader training includes: 
• Understanding the products Quest Events offers and how to up-sell them
• How to problem solve onsite challenges with creative solutions
• How to address and solve customer objections
• How to lead and instruct a team of installers
• How to use Quest Events products and equipment safely 
• How to make proper judgment calls on unresolved and/or unexpected issues
• Must have expert level knowledge of all aspects of the market. 
• Encourage the team in their duties and show them how to improve or refine their abilities to ensure outstanding customer service. 
• Communicate the aspects of teamwork, responsibility, and customer service that are vital to the success of the market and overall business. 
• Communicate to the Crew Leaders and Installers the integral part they play in the success of both the market and the overall business.

Ensuring Management of All Local Assets

The Operations Manager must verify and ensure local asset management by keeping the employees accountable to their duty of providing the best products and services to the customer. 

• Monitor and verify the quality of assets via personal inspections, feedback from the installation and warehouse teams, and customer feedback.
• Verify the maintenance and upkeep of the market vehicle fleet. Ensure that the fleet is safe, maintained, functional, DOT compliant and in good appearance.
• Arrange the use of rental trucks and equipment as necessary.