Customer Care Manager — Lead, Coach & Grow Team

Contractor Nation; Apulia Station (NY); On-site; USD 40,000 - 47,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Retirement plan

Life insurance

Paid holidays

Paid sick time

Incentive bonuses

Clothing allowance

Team-building activities

Culture events

Training opportunities

Job summary

Woodford Bros., Inc. is seeking a Customer Care Manager in New York to lead our customer care team, ensuring every lead is followed up and appointments are booked efficiently. This full-time role offers regular office hours and an opportunity to influence the company’s service standards.

You will coach staff, monitor calls, and drive performance metrics while collaborating with Sales, Marketing, Production, and Service teams. Travel 2–4 times/year may be required.

Qualifications

• Experience in customer service and/or call center management.
• Proven ability to lead, coach, and develop a team, and to hold people accountable to clear expectations.
• Strong analytical and problem-solving skills, with comfort tracking KPIs and turning data into action plans.

Responsibilities

• Lead Customer Care Representatives and related staff to ensure follow-ups and appointments.
• Coach team with call monitoring and provide regular feedback.
• Track and improve KPIs and resolve escalations.
• Collaborate with Sales, Marketing, Production and Service.

Skills

Customer service

Call center management

Leadership

KPIs tracking

Communication skills

Education

High school diploma / GED

Bachelor’s degree in business administration or related field

Tools

Customer support software

Job description

Woodford Bros., Inc. is seeking a Customer Care Manager in New York to lead our customer care team, ensuring every lead is followed up and appointments are booked efficiently. This full-time role offers regular office hours and an opportunity to influence the company’s service standards.

You will coach staff, monitor calls, and drive performance metrics while collaborating with Sales, Marketing, Production, and Service teams. Travel 2–4 times/year may be required.