Job Description
Job Description
About Us :
Goodhouse specializes in providing a wide variety of high quality home-care services. As we continue to grow, we are seeking a dynamic and experienced Customer Service Center Manager to establish and lead a customer support center for our lawncare division. This role combines leadership, customer service, and operational expertise to build a high-functioning team that ensures exceptional customer experiences and efficient handling of billing and payment follow-ups.
Job Summary :
The Customer Service Center Manager will design, implement, and oversee the operations of a centralized customer support center. This role involves creating processes, training programs, and accountability models for the team, as well as ensuring seamless handling of customer inquiries, ticket distribution, and secondary billing and collections follow-ups.
Key Responsibilities
Build and Lead the Service Center :
- Develop and implement a comprehensive customer support center, including processes for ticketing, inquiry resolution, and escalations.
- Recruit, train, and mentor a high-performing customer support team.
- Establish accountability models and performance metrics to drive team success.
Customer Service Excellence :
Take ownership of complex customer queries, ensuring timely and satisfactory resolutions.Develop strong relationships with customers and stakeholders across our companies to enhance trust and satisfaction.Implement and improve customer-facing processes to streamline support.Billing, Invoicing, and Collections Support :
Oversee and execute follow-ups on billing, payments, and collections as a secondary support function.Train the team on billing and invoicing procedures to ensure accuracy and consistency.Collaborate with internal departments to resolve customer account issues and improve payment processes.Operational Excellence :
Utilize and become a subject matter expert (SME) in the technological platforms and systems used for customer support and account management.Record and maintain detailed activity logs for all customer communications in the relevant management system.Leverage customer feedback to make continuous improvement suggestions and enhance processes.Collaboration and Leadership :
Work closely with senior colleagues and internal stakeholders to ensure customer needs are met effectively.Provide regular updates and reports on service center performance, customer satisfaction metrics, and process improvements.Foster a collaborative and accountable team culture that prioritizes customer success.Secondary Line Work :
Handle second-line customer queries related to payment contracts, invoicing, and billing follow-ups.Ensure accurate documentation of all customer interactions and resolutions.Qualifications
Bachelor's degree in Business Administration, Customer Service, or a related field preferred.At least 3-5 years of experience in customer service management or a similar role, with proven experience building and leading teams.Strong knowledge of billing, invoicing, collections, and related processes.Preference to have experience with Service AutoPilot software or another similar landscaping ticketing software.Familiarity in customer support platforms, CRM systems, and ticket management tools.Exceptional communication and interpersonal skills with a focus on building customer relationships.Ability to analyze data and metrics to drive continuous improvement and decision-making.Highly organized, proactive, and able to manage multiple priorities in a fast-paced environment.Strong problem-solving skills with a focus on accountability and resolution.
