Customer Service Manager

Customer Service Manager at Confidential Customer Service Manager at Confidential in Royal Palm Beach, Florida Posted in 5 days ago.

Type:

full-time

Job Description:

Job Summary:

The Customer Service Manager is responsible for leading and optimizing the customer service function to ensure a seamless, high-quality experience for clients and stakeholders throughout the construction/installation lifecycle. This role provides strategic direction, operational oversight, and leadership to the customer service team, driving performance, process improvement, and customer satisfaction. The ideal candidate brings a strong background in construction, along with proven leadership, problem-solving, and organizational capabilities.

Duties/Responsibilities:

Department Leadership:

Oversee the daily operations of the customer service department, ensuring efficient workflows, appropriate staffing, and high levels of team performance.

Team Management & Development:

Hire, train, coach, and develop customer service staff; conduct performance evaluations and implement development plans to drive individual and team success.

Customer Experience Strategy:

Develop and implement strategies to enhance the overall customer experience, improve satisfaction scores, and strengthen client relationships.

Client Relations:

Serve as an escalation point for high-level or complex customer issues, ensuring timely and effective resolution.

Process Improvement:

Identify trends, gaps, and inefficiencies in service delivery; implement process improvements and best practices to drive operational excellence.

Cross-Functional Collaboration:

Partner with project managers, sales, production, and leadership teams to ensure alignment and a seamless customer experience throughout all project phases.

Performance Metrics & Reporting:

Establish, track, and analyze key performance indicators (KPIs) related to customer service, team productivity, and customer satisfaction; provide regular reporting and insights to leadership.

Quality Assurance:

Ensure all customer interactions meet company standards, regulatory requirements, and industry best practices; implement quality control measures as needed.

Complaint Resolution & Risk Management:

Oversee the investigation and resolution of escalated customer complaints, mitigating risk and identifying root causes to prevent recurrence.

Documentation & Systems Management:

Ensure accurate and consistent documentation of customer interactions, feedback, and resolutions within CRM systems.

Compliance:

Ensure adherence to all federal, state, local, contractual, and company policies, procedures, and standards. Performs other related duties as assigned.

Required Skills/Abilities:

Strong understanding of construction processes, terminology, and customer expectations. Proven leadership and team management experience, with the ability to build, motivate, and develop high-performing teams. Excellent communication and interpersonal skills, with the ability to effectively engage with clients, contractors, and internal stakeholders. Advanced problem-solving, conflict resolution, and decision-making abilities. Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment. Analytical mindset with the ability to interpret data, identify trends, and drive improvements. Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with CRM systems strongly preferred.

Education and Experience:

High school diploma required ; bachelor's degree in business, construction management, or a related field preferred . Minimum of 5+ years of customer service experience, with at least 2-3 years in a management role, preferably within the construction or related industry. Demonstrated experience leading teams and driving customer service performance improvements.

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.