Role Overview
Sodexo InReach is seeking a Customer Service Manage r in Austin, Texas
This is a hybrid role with two days at home and three in the office
The Customer Service Manager is responsible for leading a remote and distributed Customer Service team supporting InReach's Vending and Office Coffee Service (OCS) operations.
This role ensures consistent service execution across multiple branches and regions by managing daily support operations, service-level performance, customer escalations, and cross-functional coordination.
The Customer Service Manager will drive operational discipline, accountability, and service excellence by monitoring SLAs and KPIs, coaching team members, reporting to the Sr. Customer Service Manager, and partnering closely with Branch Operations, Service, Distribution, and Account Management teams.
This position requires strong experience managing remote employees and leveraging Microsoft Teams as a primary communication and collaboration tool.
What You'll Do
Lead, coach, and manage a remote Customer Service team handling Vending and OCS requests including fills, repairs, installs, removals, product issues, and equipment concerns
Manage daily workflow, case assignment, and prioritization to ensure SLA commitments are consistently met
Serve as the primary escalation point for complex, time-sensitive, or high-impact customer issues
Partner with Branch Managers, Service Managers, Distribution Managers, and District Managers to drive timely resolution and operational alignment
Monitor and report on customer service performance metrics, identifying trends, gaps, and improvement opportunities
Use Microsoft Teams to manage communication with remote employees through meetings, chat, escalation channels, and collaboration spaces
Conduct regular one-on-ones, team huddles, and performance reviews with remote team members
Ensure consistent use of service workflows, escalation protocols, and branch-specific procedures
Support onboarding and training of Customer Service Representatives on vending/OCS operations, equipment @types, and service standards
Collaborate with Account Managers and Key Account Managers to address customer risks, escalations, and retention concerns
Drive continuous improvement initiatives related to efficiency, quality, and customer experience
Be accountable for meeting and improving service performance, including but not limited to:
SLA adherence for response and resolution times
First Contact Resolution (FCR) rates
Escalation volume and resolution effectiveness
Repeat service issues and trend reduction
Customer satisfaction indicators (CSAT, customer feedback)
Ticket/work order accuracy and documentation compliance Team productivity and case throughput
Analyze performance data, communicate results to leadership, and implement corrective actions when service levels fall below expectations.
What We Offer
Compensation is fair and equitable, partially determined by a candidate's education level or years of relevant experience. Salary offers are based on a candidate's specific criteria, like experience, skills, education, and training. Sodexo offers a comprehensive benefits package that may include:
Medical, Dental, Vision Care and Wellness Programs
401(k) Plan with Matching Contributions
Paid Time Off and Company Holidays
Career Growth Opportunities and Tuition Reimbursement
More extensive information is provided to new employees upon hire.
What You Bring
3+ years of experience leading or managing a customer service or support team
Experience supporting field-based or service-oriented operations (vending, OCS, facilities, logistics, or similar preferred)
Demonstrated success managing remote employees and distributed teams
Strong working experience using Microsoft Teams for daily communication, collaboration, and team management
Experience managing SLAs, KPIs, and service performance in a high-volume environment
Strong escalation management skills with the ability to balance urgency, empathy, and operational realities
Effective coach and communicator who can drive accountability in a remote setting
Ability to partner cross-functionally with Operations, Service, and Account Management teams
Strong organizational, analytical, and problem-solving skills
Customer-first mindset with a focus on consistency, clarity, and operational execution
Vending, Micro Market, or Office Coffee Service (OCS) industry experience preferred
Experience working with CRM or ticketing systems preferred
Familiarity with multi-branch or multi-region service environments preferred
Comfort operating in a fast-paced, evolving organization preferred
Who We Are
At Sodexo, our purpose is to create a better everyday for everyone and build a better life for all. We believe in improving the quality of life for those we serve and contributing to the economic, social, and environmental progress in the communities where we operate. Sodexo partners with clients to provide a truly memorable experience for both customers and employees alike. We do this by providing food service, catering, facilities management, and other integrated solutions worldwide.
Our company values you for you; you will be treated fairly and with respect, and you can be yourself. You will have your ideas count and your opinions heard because we can be a stronger team when you're happy at work. This is why we embrace diversity and inclusion as core values, fostering an environment where all employees are valued and respected. We are committed to providing equal employment opportunities to individuals regardless of race, color, religion, national origin, age, sex, gender identity, pregnancy, disability, sexual orientation, military status, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. If you need assistance with the application process, please completethis form (https://app.smartsheet.com/b/form/dbdf3c39f65e4cd49eda84cc599389ab) .
Qualifications & Requirements
Minimum Education Requirement - Associate's Degree or equivalent experience
Location US-TX-PFLUGERVILLE
System ID 988019
Category Facilities
Employment Status Full-Time
Exempt
Posted Range $61710 to $79860
Company : Segment Desc CONVENIENCE SOLUTIONS
On-Site
