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Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $40.00 - $45.00
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
401k Retirement Plan
Paid sick leave
Paid Time Off
Job Description
CAI is a global services firm with a robust presence spanning over 9,000 associates worldwide and generating annual revenues exceeding 1.3 billion dollars. With more than 40 years of distinguished experience, CAI excels in uniting talent and cutting-edge technology to unlock potential and power possibilities for clients, colleagues, and communities alike. As a privately held company, CAI enjoys the freedom and focus to prioritize what is right, committing fully to the success and satisfaction of its stakeholders. The company is renowned for delivering bespoke solutions across public and commercial sectors and holds a pioneering position in promoting neurodiversity within the... Show More
Job Requirements
- Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
- experience managing customer service teams and operations
- strong knowledge of complaint resolution processes and customer escalation management
- proven ability to analyze reports and make informed operational decisions
- budget management and cost analysis experience
- excellent communication, leadership, and problem-solving skills
- experience enforcing company policies and procedures
Job Qualifications
- Experience managing customer service teams and operations
- strong knowledge of complaint resolution processes and customer escalation management
- proven ability to analyze reports and make informed operational decisions
- budget management and cost analysis experience
- excellent communication, leadership, and problem-solving skills
- experience enforcing company policies and procedures
- experience managing customer service operations in a regulated or high-volume environment
- prior responsibility for hiring, performance management, and employee development
Job Duties
- Manage and direct customer service staff supporting company products and services
- oversee investigation and resolution of customer complaints related to rates, service, and other issues
- review findings and determine appropriate responses based on complaint complexity and policy requirements
- ensure customer complaints are resolved accurately, timely, and in accordance with company standards
- analyze service schedules and estimate time, labor, and cost requirements for assignments
- develop and implement procedures to monitor work activities, expenditures, and progress reporting
- prepare and review operational and performance reports to keep leadership informed
- analyze department budgets, identify funding needs or potential reductions, and allocate operating funds
- interpret, communicate, and enforce company policies and practices
- authorize data retention and preparation of documentation for customer or governmental inquiries
- recruit, hire, train, evaluate, and manage performance of customer service employees, including promotions, transfers, and disciplinary actions
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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