Customer Care Manager – Leadership, 50% Travel, 401k

Raymond West; Phoenix (AZ); On-site; USD 67,000 - 150,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

Flexible spending accounts

Disability insurance

Life insurance

PTO

Holiday pay

Great team to work with

Job summary

Raymond West is seeking a passionate Customer Service Care Manager to lead a team of CCMs and elevate service excellence across every touchpoint.

This role partners with District Service Managers and Sales Account Managers to resolve customer needs, analyze performance, and drive product and maintenance sales.

Key duties include recruiting, coaching, conducting reviews, managing timecards, and fostering a positive, customer-focused culture aligned with company values.

Qualifications

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

Responsibilities

• Lead and develop the Customer Care Management Team to meet goals.
• Recruit, train, mentor CCMs, and conduct regular performance reviews.
• Oversee timecards and the time and attendance system.
• Analyze service performance reports and drive improvements.
• Collaborate with District Service Managers and Sales Account Managers to address customer needs.
• Foster a positive, customer-focused culture aligned with company values.
• Manage departmental programs, policies, and procedures; participate in budgets.

Skills

Leadership

Communication

Time management

CRM experience

Mentoring

Data analysis

Staff development

Strategic planning

Interpersonal skills

Drive

Education

Bachelor's degree in business or related field

Tools

CRM software

MS Office

Job description

Raymond West is seeking a passionate Customer Service Care Manager to lead a team of CCMs and elevate service excellence across every touchpoint.

This role partners with District Service Managers and Sales Account Managers to resolve customer needs, analyze performance, and drive product and maintenance sales.

Key duties include recruiting, coaching, conducting reviews, managing timecards, and fostering a positive, customer-focused culture aligned with company values.