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Customer Relations Operations Mgr

3 months ago

Hudson, United States LeafFilter North Full time

** Customer Relations Operations Mgr - LHSS/LHE/LHWS**

**Job Category****:** Service **Requisition Number****:** CUSTO013801 Showing 1 location **Job Details**

**Description**

Big company with a family-owned feel YOU are important to us, and weve built a culture youll love.

Recognized as a top Ohio and US workplace by The Plain Dealer, Energage, and Great Place to Work.

Job security we have locations throughout the U.S. and Canada, and were not done growing

Inclusion, sustainability, and reliability are at the core of our culture

Veterans' resources available to help transitioning service members find a new rhythm.

Dedicated to providing resources and encouragement for employee growth

**Position Summary:**

The Customer Relations Operations Manager is needed to directly support the National Director of Customer Operations. In this position, the Customer Relations Operations Manager will provide guidance, direction and counseling for both, customers and employees, to ensure the highest level of satisfaction possible, while maintaining the highest possible profitability for our organization.

**Key Points of Responsibility:**

* Supervise and execute day to day management of Team of Regional Customer Relationship Managers ensuring proficiency

* Resolve escalating customer service issues in a timely fashion, ensuring customer satisfaction every step of the way

* Assist in the hiring and training of top talent on best practices for dispute resolution

* Complex understanding of the products and services available to customers and the ability to present each and/or all of them to a prospective client based on their specific needs

* Gather initial intake information provided by an employee or customer needed to establish a relationship with the customer with goal of dispute resolution

* Develop an individualized strategic plan for each customer designed to expand our relationship with him or her through increased involvement and relationship strategies

* Consistently follow up with customers within established time frames to ensure the meeting of resolution targets

* Meet and document daily targets of contacts, relationship progressions and resolutions generated

* Support and maintain an atmosphere of warmth, personal interest, and positive emphasis, as well as a calm environment throughout the department

* Develop and implement a continual strategic roadmap for improved customer experience

* Provide technical expertise to support the installation and product delivery to end customers

* Maintain a portfolio of training and educational materials

* Manage of warranty registrations and claims

* Assist in the hiring of top talent for Customer Relationship Managers including training a 20 plus person department on best practices for dispute resolution

* Prepares monthly reports detailing service analytics and key performance measures

* Other duties as assigned

**Preferred Skills and Abilities:**

* Ability to work independently and within teams with a track record of successful customer dispute resolution

* Self-motivation, demonstrated initiative and a natural problem/resolution acumen

* Excellent communication, grammar, creative writing and listening skills

* Exceptional organizational and administrative skills

* Demonstrable appreciation and commitment to good customer relations

* Polite, confident and outstanding telephone presence

* Demonstrated ability to adapt quickly to changing needs and priorities

* Proven success handling multiple assignments concurrently, timely and professionally.

* Ability to remain composed and be adaptive in a dynamic, fast-paced, customer-focused environment.

* Prior auditing and/or quality assurance experience.

* Strong executive leadership with a track record of delivering and improving measurable customers experience responsibilities

* Previous experience (5+ yrs preferably) in home remodeling or construction customer service

* Ability to Hire, train, motivate, counsel and improve the performance of all team members

* Superior time management and organizational skills, including supervising others effectively and leading people through aggressive growth transitions

* Experience in a management role delivering technical services or product application

* Proven ability to develop and maintain departmental analytics

* Complete fluency in oral and written English

*Focused On Growth*

Leaf Home is dominating the home improvement industry as we continue to grow. We work hard and play harder. For us, we strive to be better than the best and we want you to join in our success With offices across the U.S. and Canada, our team is diverse and strong. From marketing to sales, installation, and service, we have the best team, right along with the best home solutions. We are committed to our employees growth, which we demonstrate by:

**Innovating, Always:** Leaf is focused on providing cutting edge solutions, both for employees and customers

**Partnering With Our Customers:** Building strong and trusted relationships is at the core of everything we do

**Empowering Employees:** Our brand begins and ends with our people, and we provide opportunities for growth and success in a supportive environment

**Supporting Our Communities:** Home is where the heart is, and we in turn strive to give back to the communities that our customers and employees call home

Industry-leading compensation package

Fully paid Medical, Dental, and Vision benefits after 90 days

401k Savings Plan

Paid Time Off, Comprehensive Health, Wellbeing, and Financial Wellness Programs

Childcare benefits to support families

Endless opportunity for growth and advancement. Just ask our current employees

*Other perks you need to know about:*

Employee assistance program get 24/7 support in areas including legal, financial planning, and counseling.

Employee discount marketplace enjoy discounts on thousands of products, from cars to local attractions.

Gym membership compensation your insurance will help cover the cost of your gym membership

Groups like Vet Connect & the Womens Committee to help you get involved and to provide resources for your success

**Leaf Home Awards and Accolades:** Leaf Home has been recognized as a top workplace by The Plain Dealer, is a multi-year recipient of Top Workplaces USA by Energage, and has been Certified by Great Place to Work. A few of our brands have also earned accolades, including:

LeafFilter and Leaf Home Safety Solutions have ranked on the annual Remodeling 550 list

Leaf Home, LeafFilter, and Leaf Home Safety Solutions have been recognized on Qualified Remodeler magazines Top 500 list

Leaf Home is a Smart Culture Awards honoree for its employee-focused culture

Leaf Home is recognized as a growth leader on both the Inc. 5000 and Inc. 5000 Regionals: Midwest lists

For a full list of awards earned by our brands, please visit .

***Diversity and Inclusion Statement***

*Leaf Home Solutions is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.*

***Equal Opportunity Statement***

*Leaf Home Solutions will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).*

**Skills**

**Education**

**Experience**