Customer Service Manager

Job Description: Customer Service Manager - Roofing Companies

Position Overview:

We are seeking a highly motivated and experienced Customer Service Manager (CSR Manager) to lead our customer support team at LB Capital, a trusted name in the roofing industry. As the CSR Manager, you will oversee the customer service department, ensuring exceptional service at every touchpoint. You will play a critical role in managing client relationships, addressing concerns, streamlining processes, and driving customer satisfaction.

Key Responsibilities:

Customer Service Leadership:

• Supervise, train, and mentor a team of customer service representatives.
• Foster a customer-first culture, ensuring all interactions reflect professionalism and empathy.
• Monitor team performance through key metrics such as response time, resolution rate, and customer satisfaction scores (CSAT).

Customer Relationship Management:

• Serve as the primary escalation point for complex customer inquiries and complaints, ensuring timely and effective resolutions.
• Build and maintain strong, positive relationships with residential and commercial clients.
• Proactively engage with customers to identify opportunities for improvement in services and communication.

Process Optimization:

• Develop and refine customer service processes, workflows, and policies to ensure efficiency and consistency.
• Collaborate with sales, project management, and operations teams to streamline communication between departments and improve the overall customer experience.

Data Analysis and Reporting:

• Analyze customer feedback, service metrics, and trends to identify areas of improvement.
• Provide regular reports and actionable insights to management to enhance customer satisfaction and loyalty.

Team Development:

• Recruit, onboard, and develop customer service team members.
• Conduct regular team meetings, training sessions, and performance reviews.

Compliance and Quality Control:

• Ensure all customer interactions and processes comply with company policies and industry standards.
• Maintain knowledge of roofing industry trends, regulations, and customer needs.

Qualifications:

• Proven experience as a Customer Service Manager or in a similar leadership role, preferably in the roofing, construction, or home improvement industry.
• Strong understanding of customer service principles and best practices.
• Exceptional interpersonal, problem-solving, and communication skills.
• Ability to manage and inspire a team in a fast-paced environment.
• Proficiency in Service Titan CRM software, customer service tools, and Google.
• Familiarity with roofing terminology, services, and processes is a strong advantage.

Skills and Attributes:

• Leadership and team-building capabilities.
• Empathy and a customer-centric mindset.
• Analytical skills with a data-driven approach to decision-making.
• Strong organizational skills and attention to detail.
• Ability to multitask and handle pressure effectively.

Work Environment:

• Office-based with occasional site visits as needed to resolve customer issues or support project teams.

Compensation and Benefits:

• Competitive salary based on experience. $80,000 - $90,000
• Performance bonuses based on customer satisfaction metrics.
• Comprehensive benefits package (e.g., health insurance, paid time off, retirement plans).
• Opportunities for career growth and professional development.

Application Process:

If you are passionate about delivering exceptional customer experiences and thrive in a leadership role, we encourage you to apply. Please submit your resume and a cover letter highlighting your relevant experience to kerry@lbcap.com.