Customer Service Manager

Express Flooring, a leading provider of residential and commercial flooring solutions in multiple states, is seeking highly spirited and dedicated professionals to join our team in various positions. Our mission is to deliver a superior floor covering experience to our customers by offering top-quality products, professional installation, and unparalleled customer service.

As a rapidly expanding company, we are always looking for ambitious individuals who are not just looking for a job, but a rewarding career. We value problem solvers who are passionate about finding innovative solutions to challenges. At Express Flooring, we care deeply about our employees and strive to provide unlimited potential for growth, job security, highly competitive earnings, and comprehensive benefits packages for our full-time employees.

If you are ready to take on challenges, demonstrate your problem-solving skills, and genuinely care about providing exceptional service, we invite you to join our team at Express Flooring.

As the Customer Care Manager you will play a pivotal role in our operations, responsible for building, training and developing our customer care representatives to handle incoming and outgoing calls and emails effectively.  The focus of this position will be to build and establish the department as a one-call-resolution service for our Customers.  The team will support both sales and operations throughout the customer journey with stock check services, appointment reminders, customer check-ins, and resolution management.  Your dedication to providing exceptional training and mentorship will be vital in enhancing the performance of our customer care operations. Join us as a valued member of our team, dedicated to delivering outstanding service and empowering our customer care representatives to excel in their roles.

Responsibilities:

• Build a team of successful customer care representatives acting as a one-call-resolution service for our customers.


• Act as a department subject matter expert (SME) on products, services, and processes within the organization, providing expertise and developing best practices with the team.


• Develop an onboarding and continuous training platform following the expectations set forth in our Customer Journey.


• Coordinate training sessions and workshops to enhance the knowledge and skills of the customer service team.


• Serve as a dedicated coach, providing guidance and support to call center representatives to improve their call handling efficiency and overall performance.


• Conduct regular performance evaluations, identify areas for improvement, and develop personalized coaching plans for individual team members.


• Collaborate with other team leads and managers to ensure consistent coaching and alignment with company goals and core values.


• Foster a positive and supportive work culture, encouraging teamwork, collaboration, and continuous learning among call center staff.


• Serve as a point of escalation for complex or specialized customer issues, providing expert knowledge and guidance for effective resolution.


• Monitor and analyze performance metrics to identify trends, opportunities, and areas for improvement.


• Interviewing, hiring and disciplinary activities


• Ensure compliance with company policies, procedures, and quality standards.

Qualifications:

• Bachelor’s degree is required


• Minimum 6 years of proven experience in customer service management


• Excellent communication and interpersonal skills.


• Experience is development and growth of a department from initiation to continuous improvement


• Experience in the home-improvement industry a plus


• Proven experience in coaching and developing individuals or teams.


• Ability to analyze data, identify trends, and make data-driven decisions.


• Experience with ERP software and Microsoft Suite applications


• Strong problem-solving and decision-making abilities.


• Flexibility to work nights and weekends, as needed.

Full compensation packages are based on candidate experience and relevant certifications.

Compensation Range: $65,000 USD - $75,000 USD

Express Flooring is committed to a diverse and inclusive workplace. Express Flooring is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.