Customer Service Manager

Join a growing team that is defying the economic climate.
After 34 years of being an industry leader, we continue to grow and serve more customers who are looking for a trusted partner to work with on improving the beauty and value of their homes.
We have increased our Service Department to support our expansion. With over 60k projects and counting, we are looking for the next addition to our expanding family.
At Improveit HomeRemodeling, we pride ourselves on providing world-class customer experiences. The ideal candidate for this role will have a healthy balance of our 5 core values: Whatever It Takes, Never Satisfied, Committed to Excellence, Customer First, and Win Together.
Customer Service Manager Benefits:

• Highly competitive compensation package
• Generous time-off benefits, including company Holidays
• Health, Dental, and Life insurance options
• 401K Retirement Savings
• AFLAC Supplemental Insurance
• High level of autonomy
• Career advancement opportunities
• Ability to work independently
• Professional work environment, brand-new, centrally located offices
• State-of-the-art technology tools and resources
• Backing of 33-year-old proven Industry leader
• Regular culture activities, including contests and team-building events

Customer Service Manager Position Overview:
The successful candidate should be a highly-motivated, high-energy individual with a strong desire to succeed and mentor our Service team while focusing on the delivery of excellent Customer Service. The Customer Service Manager is responsible for maintaining the highest level of customer satisfaction and monitoring customer complaints, as well as contacting customers after their service visit for quality assurance purposes and insightful feedback.
Customer Service Manager Qualifications:

• 3-5+ years of Customer Service management experience; past roles in residential construction, remodeling, home improvement, replacement windows, bathroom remodeling, kitchen remodeling, roofing, siding, gutter protection, plumbing, or other home services like carpet cleaning is highly desired.
• 3-5+ years of experience leading a team of Customer Service agents
• Significant experience working with CRM and scheduling tools with a high comfort level.
• Ability to review and report on key KPIs, such as cycle time and visits per month by location and task types.
• Ability to manage Installer chargebacks for labor warranty and maintenance fund reconciliation.
• Strong verbal communication skills and ability to Inform the Director of Install regarding any 5-Star Service Professional issues that can compromise employees, our ability to deliver on the customer experience, and/or concerns on meeting performance expectations.
• Strong written communication skills and ability to document all service parts ordered and received in our CRM.
• Highly-organized and KPI-driven, with the ability to set up new procedures and teach a team to be proficient using them
• Tech-savvy with the ability to use software and apps to improve response times, scheduling processes, and customer communications.

About Us:
Serving the needs of homeowners since 1989, Improveit! Home Remodeling is a leading, continuously growing, replacement contracting company headquartered in Columbus Ohio. Markets served include Columbus, Dayton, Cincinnati, Louisville/Lexington and Southern Indiana. We specialize in replacement windows, bathroom remodeling and walk-in safety tubs. BBB-Accredited with an A+ rating and 23-time Consumers' Choice Awards Winners, we've completed over 60,000 jobs, and one in four is for a repeat customer.
We foster a culture focused on winning and our passion is deeply rooted in continuous improvement. We seek leaders who are interested in developing leaders. For us, "Improveit" is more than a name - it's an attitude that governs all that we do for our staff, our customers, and our communities.
We value curiosity, passion, continuous improvement, and the relentless pursuit of excellence. If working for an organization that is driven to be the best and understands that it takes a stellar mix of people, processes, and technology to be a leader, this could be the home for you.