Customer Relations Manager II

Job Description Plans, manages, and directs the operational and special support elements of a call center. May also supervise a staff of call center supervisors. Maintains and enhances total customer service and satisfaction. Job Grade 4 Job Tier 3 Career Area Financial Management Supervisor Yes Job Qualifications Five years of customer service managerial experience supervising a large team or teams with multiple supervisory levels is required. OR Bachelor's degree with three years of customer service managerial experience supervising a large team or teams with multiple supervisory levels is required. Degree (one Of) BACHELORS DEGREE - Preferred Major/Minor (one Of) ACCOUNTING - Preferred BUSINESS ADMINISTRATION - Preferred BUSINESS MANAGEMENT - Preferred ECONOMICS - Preferred FINANCE - Preferred Certificate/License (one Of) ACCOUNTANT (CPA) - Preferred CERT MGMT ACCT (CMA) - Preferred Additional Qualifications/Requirements Work – Onsite (HQ – Dallas, Texas) Remote/Telework not authorized per Presidential Memorandum “Return to In Person Work” PCS Not Authorized/LSP Not Authorized Technical (Preferred/Required Skills/Systems) EXCEL - BEGINNERS/INTERMEDIATE LEVEL - Required MICROSOFT OUTLOOK - Required MICROSOFT WORD - Required ACCESS - Preferred MICROSOFT POWERPOINT - Preferred SCHEDULING SOFTWARE - Preferred Major Duties Manages direct daily Exchange credit call center operations. Develops/directs staff. Identifies complex problems relating to call center operations and develops options and implements solutions. Oversees congressional inquiries/customer comments and contacts customers on behalf of the Exchange Credit Program to resolve difficult or sensitive customer service issues, inquiries, or disputes. Performs other duties as assigned. Work Challenges 24/7 365 days a year Job Type Management Number of Positions Remaining 1 10-Sep-2026 #J-18808-Ljbffr