Customer Solutions Manager (Remote)

Installation Made Easy, Inc

Remote, OR

Expired: over a month ago Applications are no longer accepted.

$55,000 to $70,000 Yearly
Full-Time

Job Description

Installation Made Easy (“IME”) provides software and process management that enable retailers, manufacture and contractors (providers) to offer installed home improvements to homeowners in a convenient, consistent, and affordable manner. IME senior management has over 100 years of retail management and home improvement industry experience.

The Customer Solutions Manager will be responsible for overseeing the customer solutions department to include coordinating with external stakeholders such as retail partners, manufacturers, and providers to ensure each customer's concern is adequately addressed and the reputation of the company and its partners is upheld. Additionally in this role, you will be responsible for coaching and training your team of customer solutions representatives to diffuse challenging situations and to determine appropriate resolutions while representing the company and its partners appropriately.

This position is highly visible within the company and will have frequent contact with Senior Management, including the CEO, COO, CFO & VP of Operations. The Customer Solutions Manager will also be required to partner with other departments, such as Accounting, Call Center, and Compliance to resolve customer disputes and to identify areas of opportunity and process improvement.

The ideal candidate is charismatic and energetic and is able to apply sound judgment in complex situations. The candidate should have the ability to influence through persuasion, negotiation, and consensus building. Additionally, the candidate should take ownership of their responsibilities and the impact on other areas of the business.

Essential Functions:

Partner with VP and Directors of Operations to identify and execute strategic initiatives
Manage the day-to-day operations within the customer solutions department.
Develop metrics, including customer satisfaction goals, and measure performance to those metrics.
Train and provide ongoing coaching to team of customer solutions representatives.
Build relationships with key positions at stakeholders including retail partners, manufacturers, and providers.
Take an active role in escalated customer issues and ensure they are resolved satisfactorily.
Provide feedback to operations regarding provider performance and make recommendations.
Serve as resident expert of the customer solutions module within our proprietary software and suggest enhancements, as needed.
Write requirements for system enhancements, partner with development group, and push projects to completion.
Perform other duties as required.

Minimum Qualifications:

High School diploma or equivalent
Professional demeanor.
Excellent active listening skills and ability to ask probing questions, understand what’s being asked and overcome objections.
Experience in a fast-paced environment that requires result-oriented decisions.
Computer literate and ability to adapt to various programs.
Excellent communication skills, both written and oral.
Ability to adapt to changing or multiple priorities.

Preferred Qualifications:

7+ years of call center or customer service experience, including 5+ years in a supervisory or leadership role.
Experience with Five9 contact center software.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

We are an Equal Opportunity and Drug-Free Workplace.

The Job Description is not an exhaustive statement of all duties, responsibilities, or qualifications of the job, nor is it intended to limit opportunities for necessary modifications. The Job Description does not constitute an employment contract of any kind.

Benefits to working with IME: