Customer Service Manager

Are you an energetic and positive customer service specialist? Do you love to talk and interact with customers? On Tops Roofing is searching for a new team member to own our customer experience journey and you might be the right fit!

Our team is a close knit group that values having fun, growing personally, and being authentic with each other. As we expand rapidly, we're looking for enthusiastic individuals who are ready to grow with us and play a pivotal role in shaping our future.

We provide the absolute best roof replacement and repair services to homeowners in the Triangle, and are building a team of individuals who are passionate about the customer experience.

About the Role:

We're on the lookout for a Customer Service Manager to be the friendly voice of our company, ensuring every customer has a delightful experience when they reach out to us. This role involves answering phones promptly, addressing inquiries, setting appointments, and ensuring customers feel valued and satisfied throughout their interaction. Here are some key responsibilities of the position:

• Answering incoming phone calls from new and existing customers
• Schedule appointments for sales team for roof inspections and quotes
• Follow jobs throughout the process to ensure customer satisfaction
• Work with management to make the customer journey better
• Engage with customers on social media and post jobsite photos taken by team
• Oversee office operations by ordering supplies and planning team events

Potential advancement includes managing a customer service team, moving to a more specialized role in customer service, and shaping the internal operational processes as we continue to expand.

Requirements

• Excellent verbal communication skills and a friendly demeanor to provide exceptional customer service over the phone.
• Ability to multitask efficiently, managing incoming calls while accurately inputting customer information and addressing inquiries promptly.
• Strong problem-solving skills to resolve customer issues and help calm tense situations.
• Attention to detail in recording and documenting customer interactions and inquiries for follow-up and analysis.
• Adaptability to work in a fast-paced environment and collaborate effectively with team members to maintain a positive customer experience.
• Technology skills that allow you use our various software platforms after on-the-job training (don't need to be a computer whiz but must possess Windows PC fundamentals).

Benefits

We offer a great benefits package designed to support your well-being and work-life balance.

• Paid Time Off - we offer paid time off you can use however you like
• Health Insurance - we have company sponsored health insurance with employer contribution
• 401(k) - retirement programs available with employer match to help you save for retirement