Client Services Manager

CRBR is seeking a highly motivated and experienced Client Services Manager to enhance our customer service experience. The successful candidate will play a pivotal role in shaping positive customer interactions, managing online reviews, and ensuring the resolution of customer issues. The Client Services Manager will collaborate with various departments to uphold company processes, deliver core values, and proactively address potential customer concerns. This role requires expertise in customer service platforms and a keen understanding of construction/restoration processes.
Duties and Responsibilities:

• Prepare and submit data sets of review partners to the production team.
• Manage online reviews on various platforms, responding to both positive and negative reviews professionally. Work to engage customers in editing or removing negative reviews.
• Develop action/response plans for all reviews, coordinating with the production team for unified resolutions.
• Conduct quality assurance calls with customers, identifying problems, deescalating issues, and creating action plans.
• Log and track customer service issues and resolutions.
• Measure, monitor, and report overall company performance, including individual and team performance.
• Proactively spot-check recently in-production jobs through scheduling logs.
• Review NPS (Net Promoter Score) regularly and provide insights to the Executive Leadership Team.
• Collect "Mention My Name" entries for company-wide recognition, collaborating with Business Development Representatives for personalized gift cards.

Qualifications:

• 3+ years of experience in a customer service role.
• 3+ years of knowledge in construction/restoration.
• Exceptional organizational skills with a keen attention to detail.
• Valid driver's license and ability to drive the required vehicle.
• Proficient in Microsoft Office (Excel, Outlook, Word).
• Strong communication skills, both written and verbal.
• Active listening and empathy skills.
• Ability to build solid long-term business relationships.
• Professional demeanor and strong leadership qualities.
• Problem-solving skills and ability to develop creative solutions.

Work Environment:

• The job operates in multiple work offices or job sites, requires multiple interactions and influencing of co-workers and clients.
• Majority of your day-to-day communication will be Phone & email.
• Ability to spend multiple hours on a computer screen and the phone.
• This position can expect to be in office M-F starting at 8am.

If you are a customer-focused professional with a background in construction/restoration and possess the skills to elevate our Client Services, we invite you to apply for this challenging and rewarding position.
Please submit your resume and cover letter detailing your relevant experience .