SERVPRO Customer Experience Manager

SERVPRO of Howard County; Elkridge (MD); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k)

Health care benefits

Flexible work/life balance

Career progression

Professional development

Paid time off

Competitive compensation

Job summary

SERVPRO Team Holland is hiring an industry experienced Restoration Customer Experience Manager in Elkridge, MD. You will hire, manage, train, and motivate the office team, oversee dispatch, sales leads, and the estimating HUB for job file requirements, and ensure customer satisfaction at all levels.

Role requires managing on-call rotations, promoting the brand, and coordinating with production to support exceptional service in a fast-paced restoration environment.

Qualifications

• High school diploma/GED; Associate degree or Bachelor’s degree preferred.
• At least 3 years in management/supervisory roles.
• At least 3 years in customer service/office management or equivalent industry experience.
• Excellent written and verbal communication skills.
• Strong organizational and planning capabilities with attention to detail.
• Energetic, collaborative leader across management and staff.
• Manage on-call rotation for after-hours coverage.
• In-office at Elkridge, MD Mon-Fri 8-5.

Responsibilities

• Assist in hiring and onboarding office personnel.
• Oversee training and development of the office team.
• Manage sales leads and conversions.
• Train call takers to promote the brand and ensure a positive customer experience.
• Oversee performance management of the office staff.
• Coordinate 24/7 phone coverage with production on-call.
• Review franchise performance reports for front-end operations.
• Assist with staffing and compensation planning as needed.

Skills

Leadership

Customer service

Communication

Team management

On-call coordination

Education

High school diploma/GED

Associate degree or Bachelor's preferred

Job description

• Professional development

Benefits

• 401(k)
• Company parties
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

SERVPRO Team Holland is hiring an industry experienced Restoration Customer Experience Manager!

Benefits

SERVPRO offers:

• Competitive compensation
• Superior benefits
• Career progression
• 401k
• Health care benefits
• Flexible work/life balance
• Professional development

And more!

As the CX Manager, you will be responsible for hiring, managing, training, and motivating the SERVPRO® office team. You will oversee dispatch, sales leads, coordinate with the estimating HUB for job file requirements, administrative activities, sell all aspects of the job and ensure customer satisfaction at all levels

Key Responsibilities

• Assist in hiring office personnel and ensure employment best practices and compliance
• Manage the training and development plans for office team
• Manages sales leads and conversions
• Direct and train all call takers to be selling the brand, saying "YES", and own the entire customer experience
• Oversee performance management for office team
• Oversee the adequate coverage for our customers 24/7 for the phones and work directly with production for their on-call coverage
• Verify and analyze franchise performance reports for the front end operation
• Assist with office staffing and compensation plan as needed

Position Requirements

• High school diploma/GED; Associate degree or Bachelor’s degree preferred
• At least 3 year of management and/or supervisory experience
• At least 3 year of customer service and/or office-related management experience or this can be substituted with industry experience
• Excellent written and verbal communication skills
• Exceptional organization and planning capabilities, strong attention to detail
• Highly energetic and motivated leader that understands the importance of collaboration with other managers, staff, and executive leadership
• Management and participation in an on-call rotation for covering phones evenings and weekends to meet the demands of our cutomers
• "The buck stops here" in managing and handling all customers concerns both timely and professionally
• In-office at Elkridge location Mon-Fri 8-5p

Skills/Competencies

This is a role in a fast-paced office environment. Ability to successfully complete a background check subject to applicable law

Each SERVPRO® Franchise is Independently Owned and Operated.

All employees of a SERVPRO Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated Servpro Franchise. Servpro Franchise employees are not employed by, jointly employed by, agents of or under the supervision or control of Servpro Industries, LLC or Servpro Franchisor, LLC (the Franchisor), in any manner whatsoever. All Sample Forms provided by Servpro Industries to Servpro Franchises should be reviewed and approved by the Franchise’s attorney for compliance with Federal, State and Local laws. All Sample Forms are provided for informational purposes and Servpro Franchises may choose whether or not to use them.

All employees of a SERVPRO® Franchise are hired by, employed by, and under the sole supervision and control of an independently owned and operated SERVPRO® Franchise. SERVPRO® Franchise employees are not employed by, jointly employed by, agents of, or under the supervision or control of Servpro Franchisor, LLC, in any manner whatsoever.