What are the responsibilities and job description for the Customer Service Manager position at LB Capital, LLC?
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.
