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Customer Service Manager

Customer Service Manager

Beachball PropertiesOrange Beach, AL, United States
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Company Description

Beachball Properties is a family-owned and operated vacation rental agency servicing the Gulf Coast. Specializing in family-friendly rentals in Gulf Shores, Fort Morgan, and Orange Beach, Alabama, we offer a premier selection of condos, duplexes, and private homes catering to a variety of family sizes and budgets.

Role Description

This is a full-time on-site role for a Customer Service Manager, located in Orange Beach, AL. The Customer Service Manager will oversee daily customer service operations, ensuring customer satisfaction, managing customer support, and handling any complaints.

Position Overview

We are seeking an experienced and level-headed Customer Service Manager to both lead and work alongside our customer service team at Beachball Properties. This role supervises in-house Customer Service Representatives and offshore Virtual Assistants while also staying in the trenches — answering phones, emails, and handling customer inquiries daily.

This person will oversee scheduling, approve / deny time off, handle escalations, and ensure a consistently high standard of service across all communication channels. The ideal candidate is professional, organized, and skilled at de-escalating difficult situations, while also mentoring and coaching their team.

Key Responsibilities

Team Leadership & Supervision

  • Directly supervise Customer Service Representatives and Virtual Assistants.
  • Develop weekly and monthly work schedules to ensure full coverage across shifts.
  • Approve and deny time off requests in alignment with business needs.
  • Provide ongoing training, coaching, and performance feedback.

Customer Support (Hands-On Role)

  • Answer phones, emails, and text messages daily, working alongside the team.
  • Manage Airbnb, VRBO, and other booking platform communications.
  • Handle escalated customer issues in a calm and professional manner.
  • Monitor team responses to ensure accuracy, professionalism, and timely resolution.
  • Act as point of contact between departments.

    • Operational Management

  • Ensure customer service systems, processes, and tools are used effectively and consistently.
  • Collaborate with Owner Relations, Housekeeping, and Maintenance teams to streamline communications.
  • Track customer service metrics (response times, resolution times, satisfaction rates) and provide regular reports to leadership.

    • Problem Solving & Continuous Improvement

  • Identify areas for improved efficiency and recommend solutions.
  • Implement best practices for customer service and guest relations.
  • Foster a positive, solution-oriented culture within the customer service team.

    • Qualifications

  • Customer Satisfaction, Customer Service Management, and Customer Support skills
  • Strong Analytical Skills to assess data and improve customer service processes
  • Excellent Communication skills, both written and verbal
  • Experience in team management and leadership
  • Problem-solving skills and ability to handle challenging situations
  • Familiarity with customer service software and tools
  • Ability to work independently and collaboratively
  • Strong organizational skills and attention to detail.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • Bachelor's degree in Business, Hospitality, or a related field is preferred
  • 3+ years of experience in customer service, with at least 1–2 years in a supervisory or management role.
  • Hands-on experience answering phones, emails, and online customer platforms.
  • Airbnb / VRBO or similar booking platform experience preferred.
  • Hospitality or property management experience preferred.

    • Why Join Us?

    Join our team and be part of a dynamic work environment where your contributions make a difference. We value our employees and provide opportunities for growth and development.

    Job Type : Full-time; On-Site; On-Call After Hours

  • Ability to work flexible hours, including potential weekends and holidays as needed. On-call after hours and weekends for emergency escalations.

    • Benefits

  • Paid time off, 401K, and other potential benefits.
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    Customer Service Manager • Orange Beach, AL, United States

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