Customer Care Manager

1 month ago

Houston, United States CMG Services LLC Full time
Job DescriptionJob DescriptionDescription:

Job Title: Customer Care Manager - Roofing Company

Location: Houston, TX


Company Overview:

At Corey Construction, we believe in more than just delivering exceptional services and products. We are committed to building people up to succeed, both within our organization and in the communities we serve. Our mission is to empower individuals to reach their full potential by fostering a culture of growth, teamwork, and excellence.


Mission Statement:

Our mission is to “Build people up to succeed,” fostering empowerment through opportunity, support, and a culture of continuous learning. We believe in thriving individuals driving our collective success. Our core values- Play to Win, Get up, Dress up and Show up, Do You Job, and Work Hard, Play Hard- guide us towards excellence, accountability, and a balanced work-life approach. If you’re passionate about personal and professional growth, align with our values, and seek to contribute to a vibrant team dedicated to success, Corey Construction welcomes you to join us in shaping a brighter future together.


Position Overview:

Joining Corey Construction as a Customer Care Manager isn’t just about fulfilling a role: its about embarking on a journey of personal and professional growth while being a crucial part of our mission to provide top-tier service in the roofing industry. Here what’s in it for you:


1. Opportunities for Advancement: At Corey Construction, we believe in recognizing and nurturing talent. As a Customer Care Manager, you’ll have the chance to climb the career ladder, with pathways for advancement based on your performance, dedication, and potential.

2. Competitive Compensation and Benefits: Your hard work deserves fair recognition, We offer a competitive salary and benefits package that reflects your value to the team, ensuring your efforts are rewarded and appropriately.

3. Supportive Work Environment: Teamwork and collaboration are at the heart of Corey Construction. You’ll be welcomed into a supportive work environment where your contributions are appreciated, and where camaraderie and mutual respect foster a positive atmosphere.

4. Continuous Learning and development: We understand the importance of ongoing growth. That’s why we provide training and development programs designed to enhance your skills and knowledge, empowering you to excel in your role and beyond.

5. Making a Difference: As a point of contact for our customers, you’ll play a pivotal role in shaping their experience with Corey Construction. Your empathy, problem-solving skills, and dedication to customer satisfaction will directly impact our reputation and success.


By Joining Corey Construction as a Customer Care Manager, you’re not just taking on a job- you’re seizing an opportunity to thrive, grow, and make a meaningful impact in a dynamic industry. If you’re passionate about delivering exceptional service and ready to take the next step in your career, we invite you to apply and become part of our dedicated team. Your journey starts here.


Job Responsibilities:


· Manage and support service and dispatch team.

· Interview and onboard all internal operations staff in Houston.

· Complete Quarterly reviews with all direct reports. Assist in their development and growth.

· Oversee daily workload and assist the team as needed. Make necessary adjustments.

· Train all new employees.

· Instill One Team mentality in staff. Work alongside service team members, field staff and managers in all markets.

· Manage all PTO requests and ensure the team is properly staffed each day.

· Help fill in when others are out on PTO.

· Assist managers and sales reps with any escalated requests. Confirm once items are scheduled and confirm once completed.

· Support team members when customers request management’s involvement.

· Assist field supervisors and area managers when needed

· Enter all approved subcontractors into scheduling system

· Assist in onboarding new employees and subcontractors by providing them with necessary equipment.

Customer Care Agent Duties


Schedule Repairs:

• Requested via emails, phone calls, or text from builders or field supervisor hyphen


Manage Bolt:

• Create work orders for requested service (roof finals, builder service, flashing, etc.)

• Assign work orders to flashing techs (U channel, Z flashing, Counter flashing)

• Check Pending Reviews

• Close out completed work orders

• Send notifications to builders once a work order is assigned / completed


Manage Hyphen or other Builder Portals:

• Look up POs for requested service (roof finals, builder service, flashing, etc.) in Builders own portals

• Upload Darling final punch report to Hyphen and pictures

• Hyphen clear Unread notes

• Look into reschedules update Bolt and clear them from Hyphen

• Print and accept newly received orders

• Check for POs if Builder is paying, if not request missing POs


Assist Repair Techs:

• Provide pin drops of locations they can’t locate

• Assist when Bolt crashes on their mobile (login issues, can’t upload photos, don’t see work orders, etc.)

• Provide feedback on areas that need improvement on Bolt (crew notes, uploading photos, checking off boxes, etc.)


Warranties:

• Manage warranty calendar.

• Set up appointments with homeowners (year inspections, leaks, repairs, etc.)

• Send reminder of appointments to supervisors via email


Make PO’s:

• Create PO’s for material needed on repairs/warranty work orders

• Create PO’s for shorts/thefts


EPO’s:

• Request EPO’s for repairs to builders

• Send EPO reminders to builders

• Manage google spread sheet with all EPO missing information


Back Charges:

• Assist area leads investigate back charges

• Assist in disputing back charges with builders


Other:

• Assist supervisor when agent is out of the office (make PO’s, add work

orders on Bolt, etc.)

• Work Hours – 7AM to 4PM Monday - Friday


• Full benefits package (including medical, dental, vision, FSA, 401k, etc.)

• Yearly bonus opportunity if company and team goals are met.

Requirements:

Job Requirements

  • Prior experience in a similar industry or role (e.g., construction, building services, roofing or customer care within a service-oriented environment).
  • Minimum of 3 years of experience in management in customer service
  • Knowledge of industry-specific software tools (e.g., Hyphen, Bolt).
  • Strong organizational skills and the ability to multitask effectively in a fast-paced environment.
  • A proactive approach to team support and customer care, with a commitment to continuous improvement.
  • Strong leadership skills with the ability to instill a team-oriented mentality.
  • Strong customer service skills, with experience in managing customer interactions, especially in escalated situations.

Preferred Qualifications

  • Proficiency in scheduling and dispatching work orders, including entering subcontractors into scheduling systems.

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