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Customer Care

3 months ago

Plymouth Meeting, United States ZOOM DRAIN Full time
Job DescriptionJob Description

About Us:

At Zoom Drain we are committed to harnessing the power of data to drive our strategic goals and business growth. We are looking for a talented Customer Care and Support Manager to join our forward-thinking team. If you are passionate about delivering long-term customer value and enjoy creating an exemplary customer experience, we want to hear from you

Job Description:

We are looking for a talented Customer Care and Support Manager to drive data-driven strategies and initiatives, enable lead conversion efficiency, and enhance customer satisfaction and loyalty. This role is crucial in elevating our customer journey to the next level and driving long-term growth through KPI-focused customer experience measurements, customer engagement technology, and long-term customer satisfaction & loyalty.

Responsibilities:

  • Lead, mentor, and motivate a team of Customer Success Specialists to achieve individual and team goals.
  • Provide ongoing coaching and development opportunities to enhance team performance and capabilities.
  • Monitor key performance indicators (KPIs) and metrics to track the effectiveness of customer success initiatives and drive continuous improvement.
  • Ensure adherence to best practices and standards for customer success operations.
  • Implement data-driven strategies using ServiceTitan CRM and phone system technologies to improve efficiency
  • Determine optional execution of promotions and other customer engagement strategies
  • Measure NPS/Google Reviews and ensure a high level of customer satisfaction
  • Lead, mentor, and grow a high-performing customer success team. Provide direction, support, and foster an environment that promotes individual growth and team performance.
  • Collaborate with Marketing, Operations, and other functions to implement solutions
  • Collect, analyze, and act on customer feedback to continuously improve value of products and services. Triage customer satisfaction and lead conversion challenges for improvement.
  • Stay up-to-date with industry trends, best practices, and emerging technologies in customer success. Incorporate new evidence-based insights and best-in-class practices to create a competitive advantage.

Qualifications:

  • Bachelor’s degree in business, marketing, or commensurate experience in a home services organization
  • 5+ years of experience in customer experience management, with a proven track record of driving customer engagement and satisfaction.
  • Strong background in using data analytics to drive customer experience improvements and revenue growth.
  • Proficiency with CRM systems such as Service Titan
  • Experience in developing and executing KPI-driven strategies.
  • Experience working with cross-functional teams and managing projects involving multiple stakeholders. Strong analytical, collaborative, problem-solving, and communication skills.
  • Experience with using dashboards and reports to monitor KPIs and drive key performance outcomes
  • Experience with CRM systems with integrated customer engagement/communication tools
  • Experience with inbound phone technology and emerging customer interaction technologies

Benefits:

  • Competitive Salary
  • Medical Benefits
  • Paid Time Off / Holidays
  • Retirement Plan / Life Insurance
  • Short and Long Term Disability Insurance
  • Company Gatherings
  • Company Mobile Phone
  • Company Supplied Uniforms
  • Recognition & Rewards
  • Positive Team Atmosphere

*Each location is independently owned and operated

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