Senior Customer Service Representative

Job Summary:

The Senior Customer Service Representative role is essential to ensuring a seamless and positive experience for our clients and stakeholders throughout the construction/installation process. The ideal candidate will have a strong background in construction, customer service, and team leadership, with the ability to manage customer inquiries, resolve issues, and improve overall client satisfaction.

Salary Range: $85,000 - $95,000

Duties/Responsibilities:

• Customer Service Lead : Supervise and support a team of customer service representatives in handling client requests, complaints, and inquiries related to construction projects.
• Client Relations : Serve as the primary point of contact for customers throughout the construction process, from initial consultation to project completion.
• Problem Resolution: Proactively address and resolve customer concerns, complaints, and issues in a timely and professional manner, ensuring high levels of customer satisfaction.
• Team Leadership & Development : Lead, mentor, and train customer service staff, providing guidance to improve performance and foster a positive work environment.
• Communication : Maintain clear, consistent, and effective communication with clients, contractors, project managers, and other internal teams.
• Project Coordination : Collaborate with project managers and construction teams to ensure customer needs are met and that service delivery aligns with project schedules.
• Reporting : Track and report on customer service metrics and team performance, providing regular updates to management on key trends and issues.
• Quality Assurance : Ensure that all customer interactions are in compliance with company policies, industry standards, and consistently aim to improve service delivery.
• Complaint Management : Investigate customer complaints and identify areas for process improvement to prevent future issues.
• Documentation & Record Keeping: Maintain accurate records of customer interactions, feedback, and resolutions for future reference and continuous improvement.
• Compliance : Ensures compliance with federal, state, local, industry, contractual, and company regulations, standards, specifications, and best practices.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Robust understanding of construction processes, terminology, and client needs.
• Excellent communication skills (written and verbal) with the ability to engage with clients, contractors, and internal teams effectively.
• Proven leadership and team management skills with the ability to motivate and develop staff.
• Conflict resolution and problem-solving abilities as well as strong organizational skills and attention to detail.
• Excellent time management skills with a proven ability to prioritize and meet deadlines.
• Strong analytical and problem-solving skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook), and experience with customer relationship management (CRM) software is a plus.

Education and Experience:

• High school diploma required; bachelors degree in business, construction management, or a related field is preferred.
• Minimum 3 years of experience in customer service, with at least 1-2 years in a supervisory role within the construction or related industries.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.