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Customer Relations Operations Manager

2 months ago

Hudson, United States LeafFilter North Full time

Job Summary

We are seeking a highly skilled and experienced Customer Relations Operations Manager to join our team at LeafFilter North. As a key member of our operations team, you will be responsible for providing guidance, direction, and counseling to both customers and employees to ensure the highest level of satisfaction possible, while maintaining the highest possible profitability for our organization.

Key Responsibilities

  • Supervise and execute day-to-day management of a team of Regional Customer Relationship Managers to ensure 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
  • Develop and implement a strategic roadmap for improved customer experience
  • Provide technical expertise to support the installation and product delivery to end customers
  • Manage warranty registrations and claims
  • Assist in the hiring of top talent for Customer Relationship Managers, including training a team on best practices for dispute resolution
  • Prepare monthly reports detailing service analytics and key performance measures

Requirements

  • 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

Preferred Qualifications

  • Previous experience (5+ years 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

What We Offer

  • 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

About Us

LeafFilter North is a leading provider of home improvement solutions, dedicated to delivering exceptional customer experiences and driving growth through innovation and excellence. We are committed to creating a diverse and inclusive environment, where our employees can thrive and reach their full potential.