Customer Service Manager

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 preferredMinimum 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.

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