Location: Hudson,NY, USA
** Corporate Customer Service Manager**
**Job Category****:** Service **Requisition Number****:** CORPO07837 Showing 1 location **Job Details**
**Description**
At Leaf Home Solutions people are at the heart of everything we do, and weve crafted a team of the very best to ensure we make a difference both to the homeowners we support and the staff thats at the heart of it all. We are driven by the hard-working and creative individuals that are passionate about their careers and what they do. LeafFilter Gutter Protection seeks to provide the best gutter cover solution paired with an outstanding customer service experience from beginning to end. Leaf Home Safety Solutions installs accessibility solutions like stair lifts, walk-in tubs, and walk-in showers to enhance the safety of our customers in the homes they love. Leaf Home Water Solutions offers home water purification and water softener systems to protect and preserve the longevity of the home and the people living in it. Leaf Home Enhancements provides home upgrades including custom cabinet restyling, one day bathroom renovations, and high-quality windows and doors. Leaf Home Solutions believes that home is where the heart is, and our team strives to make each home a safer and more livable space.
**Position Summary:**
Manage and develop the Customer Service Team (Regional Customer Service Managers, and their direct reports, the Customer Service Assistants). Also manage and develop the Service Admin QA Team (Service Admin QA Manager and his/her direct reports, the Service QA Specialists).
**Essential Duties and Responsibilities:**
* Work directly with the Regional Customer Service Managers and ensure Customer Service Assistants are providing excellent customer service experience.
* Identify key performance indicators for the Customer Service Team, drive accountability and deliver periodic reporting on such activity.
* Oversee employees who work at varying shifts, including full-time, part-time, evenings, and weekends (7 days a week).
* Provides excellent customer service during all inbound and outbound phone calls while maintaining effective relationships with peers, multiple internal/external customers and senior leaders.
* Schedule service customers with local technicians, as needed.
* Lead weekly meetings with your Regional Customer Service Manager and Service Admin QA Management teams.
* Help with Voicemail management, Service Emails and other shared mailbox accounts for the department, as needed.
* Help with report generation and development, as needed.
* Help with other Service and Installation administrative support, as needed.
* Be enthusiastic, adaptable, and patient as well as highly detail-oriented and data-efficient.
* Utilize out-of-the-box thinking to tackle the unique challenges of a workforce that is comprised of varying skillsets and availability, especially during work from home conditions.
* Oversee the Service Admin QA Team and provide direction for their activity.
* Embody and develop LHS Employee culture with the Customer Service Team, Service Admin QA Team, and the Service Department as a whole.
* Partner with Director of Service Administration and Corporate Service Administration Manager to develop and update department policies and procedures in order to ensure an excellent customer experience at every interaction.
* Performs other duties as assigned by supervisor.
**Experience and Minimum Qualifications:**
* High School Diploma or equivalent.
* 2+ years of Customer Service experience
* 1+ year previous office or administrative experience
* 1+ year previous management experience
* Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).
* When working from home: must have reliable high-speed internet to support VoIP inbound and outbound calls
* Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without dropping the ball.
* Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a roll up your sleeves and today not tomorrow mentality.
* Apply active listening skills through the ability to comprehend information presented and respond thoughtfully.
* Detail-oriented and can focus on the task at hand, no matter how minute, by finding the most efficient and effective pathway to completion.
* Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.
* Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.
* Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the co-worker or customers needs at the forefront of every interaction.
* Ability to communicate effectively, to recognize, understand, and manage ones own emotions as well as others, and foster positive working relationships across all levels of the organization.
* Holding oneself responsible and being self-driven in accomplishing business goals, adhering to policies and being responsible for ones own actions, performance, and decisions.
* Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).
**Preferred Knowledge, Skills, Abilities or Certifications:**
* 2+ years experience as a LeafFilter Service Administrator or LeafFilter Customer Service Assistant
* 6+ months experience as a LeafFilter Regional Service Admin Manager or Regional Customer Service Manager
* Familiarity with LeafFilter or LHS internal procedures, especially in regard to service ticket review and phone handling
* Ability to type at least 50 wpm
**Travel Requirements:**
* No travel required.
**Overtime/Additional Hours Requirements:**
* Additional Hours May Be Required (Exempt Positions)
**Physical Requirements**
* Normal Office Environment
* Indoor work in a climate-controlled environment.
* Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
**Leaf Home Solutions Core Values**
Our vision is to be the leading innovator of direct-to-consumer home safety and improvement solutions. To accomplish this goal, we look for the following qualities and values in our employees:
* **TNT** - Today, Not Tomorrow. By being cognizant of the present, attacking problems, and presenting ground-breaking solutions today, our team strives toward a better tomorrow.
* **Teamwork** - To present the very best home solutions on the market, our culture revolves around teamwork. Individual success is important to the Leaf team, but the way the team works together to deliver excellence is at the heart of the companys success.
* **Ingenuity** - Ingenuity and innovation are the factors that drive success for any brand, whether its exploring a new product market or connecting consumers with something familiar. These are valuable qualities that we strive to exemplify at Leaf.
* **Compassion**
**Leaf Home Solutions Company Overview**
* Leaf Home Solutions is dominating the home improvement industry as we continue to grow. We work hard and play harder. Were a big company with a small company feel. We have ambition and drive and were in constant development. For us, we strive to be better than the best and we want you to join in our success! Now with over 100 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.
+ Industry leading compensation package
+ Full Medical, Dental, and Visio