Customer Service Manager

Jacksonville, FL
Jan 31, 2017
Apr 13, 2017
Full Time

General Dynamics is looking for a Customer Service Manager to join our team! The Customer Service Manager will provide leadership to a team of Customer Service Supervisors and through the various communication channels within Operations (telephone, email, postal mail/written correspondence, and web chat) meet GDIT and contract goals/objectives as required.



  • Collaborate with other managers to meet financial and service level goals including supporting development, and monitoring of volume forecasts. 
  • Provide leadership to call center supervisors and other professional staff.
  • Interact positively with CSRs from all channels (phone, email, web chat, correspondence) and program staff.
  • Plan, control, and report on production activities to include establishing priorities for resources; resolve production conflicts. 
  • Ensure all production turnaround standards and service goals are met. 
  • Lead project efforts to identify, analyze, and implement efficiencies that contribute to increased productivity. 
  • Review, approve, and sign timecards as necessary. Ensure all supervisors are following and completing all ETS timekeeping responsibilities.
  • Assist with enhanced escalation calls as needed.
  • Identify customer requirements, develop plans for process change delivery, identify and recruit appropriate resources, assign individual responsibilities, and develop schedules to ensure timely completion and final delivery of a solution to meet customer requirements.
  • Enforce program standards, such as quality control and security, and perform risk management and vulnerability studies. 
  • Promote an Open Door environment and driving a healthy, open culture that minimizes staff and employee complaints.
  • Travel may be required

  • Bachelor's degree or equivalent work experience
Qualifications EXPERIENCE:

  • Five years of experience managing direct reports in contact center, customer service enivronment
  • Experience in financial programs preferred
  • PC skills required-MS office knowledge highly desirable
  • Excellent communications skills (both verbal and written) is required, including presentation skills
  • Customer service orientation required



The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Culture of Responsibility Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.


Work may require some physical effort in the handling of light materials, boxes, or equipment.


The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.


Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.


General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer (M/F/D/V).


As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. Headquartered in Fairfax, Va., with major offices worldwide, the company delivers IT enterprise solutions, manages large-scale, , mission-critical IT programs and provides mission support services. GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.