Customer Care & Experience Leader

raymondwestsouth; Cypress (CA); On-site; USD 67,000 - 150,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k match

Disability insurance

Life insurance

Paid time off

Holiday pay

Job summary

Raymond West in Cypress, CA, seeks a passionate leader to guide a team of Customer Care Managers and elevate service across all products and services. You will recruit, train, and mentor CCMs, conduct regular reviews, and coordinate with District Service Managers and Sales Account Managers to address customer needs.

This role focuses on resolving complaints, analyzing service performance, and driving adoption of maintenance services with compliance and a customer-first mindset.

Qualifications

• 3–5 years of experience in customer service or client-facing roles.
• 1–3 years in a supervisory or managerial position.
• Experience with CRM and service metrics reports is a plus.

Responsibilities

• Lead and coach a team of Customer Care Managers (CCMs).
• Oversee staff performance and conduct regular reviews.
• Collaborate with District Service Managers and Sales Account Managers.
• Resolve customer complaints and analyze service performance data.
• Drive sales of products and maintenance services within guidelines.
• Foster a positive, customer-focused team culture.

Skills

Team leadership

Customer service

Communication skills

Data analysis

CRM proficiency

Tools

CRM software

Job description

Raymond West in Cypress, CA, seeks a passionate leader to guide a team of Customer Care Managers and elevate service across all products and services. You will recruit, train, and mentor CCMs, conduct regular reviews, and coordinate with District Service Managers and Sales Account Managers to address customer needs.

This role focuses on resolving complaints, analyzing service performance, and driving adoption of maintenance services with compliance and a customer-first mindset.