Job Description
Summary
Our client is looking for an experienced Customer Service Manager in the Atlanta area to lead the customer experience across their organization. This person will oversee all customer-facing processes, from initial lead intake to scheduling consultations.
The ideal candidate will have a solid background in CRM systems, managing customer service operations across multiple sites, and a strong understanding of the home services industry.
Responsibilities
- Manage the complete customer experience from initial inquiry through consultation and follow-up
- Maintain and optimize the CRM system to track customer interactions and automate communication
- Assign incoming leads to appropriate teams based on territory, availability, and performance indicators
- Oversee consultation scheduling across multiple locations
- Track and report key performance indicators, including customer satisfaction, lead conversion, and scheduling metrics
- Monitor customer satisfaction metrics and establish feedback loops for ongoing improvement
- Train and coach team members to ensure quality customer interactions
- Lead training initiatives to promote consistency across departments and locations
- Collaborate with sales and operations teams to resolve customer issues and improve service quality
Requirements
- Bachelor’s degree preferred, but not required
- 5+ years of experience in customer experience management in home services or a related industry
- Experienced in leading teams across multiple locations
- Proficient in managing CRM systems and working with customer data
- Skilled in building and improving customer-focused processes and training initiatives
- Strong attention to detail, with a customer-focused mindset and a proactive approach
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