Customer Service Manager — Lead Support, KPIs & Training

Oldcastle BuildingEnvelope; Warrenton (MO); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Industry benefits

Work-life balance

Annual raises

Training

Job summary

Oldcastle BuildingEnvelope is seeking a Customer Service Manager to lead the customer support team and deliver exceptional service. You will develop service strategies, manage daily operations, and address escalated issues to improve satisfaction.

The role rewards leadership, strong communication, and analytical abilities, with opportunities to collaborate across sales and operations and to contribute to continuous service improvement.

Qualifications

• 5+ years of experience in customer service, with 2+ years in leadership role
• Proficiency in CRM platforms and support software
• Experience in data analysis and performance tracking
• Ability to win respect and influence at all levels of the organization and stakeholders

Responsibilities

• Manage employees by communicating job expectations, coaching, counseling, reviewing, and enforcing policies and procedures.
• Handle escalated customer complaints and complex inquiries
• Monitor KPI’s such as response time, resolution rate and customer satisfaction
• Conduct training sessions and performance evaluations
• Collaborate with various teams including sales and operations
• Prepare reports for senior leadership on service metrics and trends

Skills

Customer service leadership

CRM platforms

Data analysis

Communication skills

Stakeholder management

Tools

CRM software

Job description

Oldcastle BuildingEnvelope is seeking a Customer Service Manager to lead the customer support team and deliver exceptional service. You will develop service strategies, manage daily operations, and address escalated issues to improve satisfaction.

The role rewards leadership, strong communication, and analytical abilities, with opportunities to collaborate across sales and operations and to contribute to continuous service improvement.