Regional Customer Care Manager

Regional Customer Care Manager

Since 1975 Thrasher has been redefining what it means to be a contractor. We are a family owned company with locations across the U.S. specializing in waterproofing, foundations, and concrete repair and we are on a mission to deliver a WOW experience in an industry known for mediocrity. We believe fulfilling work creates fulfilling lives and we back that up by investing in our people, challenging the status quo, and creating real opportunities for growth. We are not looking for someone to fill a seat; we are looking for leaders who want to make an impact.

Real conversations. Real growth. Real fun.

Mediocre customer experiences. Mediocre hiring processes. Somehow both became the norm. We refuse to be complacent in that. When you apply here, no bots, no ghosting, no black hole. Every application gets reviewed by a real Thrasher employee. If we're serious about redefining this industry, it starts with how we treat the people who want to join it. Refreshing, isn't it?

Unified, relentless, and actually having fun while crushing goals, that's rare these days. It's what we've built here, and as a Regional Customer Care Manager, you're the one who keeps it that way. You'll lead the teams that set our sales and service appointments and monitor our social channels, the first voices homeowners hear when they reach out for help. You set the vision, hold the standard, and build the people around you. And you're never leading alone. Our leaders show up for the whole company, rolling up their sleeves wherever the business needs them. If you want to grow people the way we grow ours, you've found it.

Compensation: $80,000$105,000 DOE + Monthly Performance Bonuses

Job Duties: How You Lead Everyday

• Lead. Cast vision, align your team, and hold everyone accountable while living out Thrasher's purpose, mission, and values. Own the metrics: lead-to-appointment conversion, full service calendars, calls answered within service level standards (including receptionist calls), and first call resolution. When a number slips, build the action plan and see it through. Take disciplinary action when it's needed, and deliver on the department's annual commitments.
• Coach. Develop your people every day. Sit with your team to walk through our core processes, train new and tenured team members, and coach on the spot through live call monitoring to help them overcome objections and improve the customer experience. Give clear, timely feedback on culture and performance, and recognize and reward great work.
• Collaborate. Work with our phone system provider and other technology partners to make sure the team has the best tools to succeed. Manage vendor relationships for our phone system, chat support, CRM, and other customer experience tools, and solve system issues quickly so the team can keep serving homeowners. Partner with leadership on process redesign and set the policies and procedures that raise our service standards.
• Measure. Let the data lead. Build and own the reporting that shows how the team is performing, spot trends before they become problems, and turn the numbers into clear actions for your team and leadership.

You'll have clear performance metrics around team conversion, service level, first call resolution, and annual goals. This role is a good fit for someone who loves developing people, is comfortable in a fast-paced contact center, makes decisions grounded in data, and takes ownership of the team's results. You'll know what success looks like and have the opportunity to make a measurable impact on the business.

Qualifications: What You Offer

• Call center experience required
• 35 years of leadership experience required, preferably within a call center environment
• A proven track record of hitting team metrics such as conversion rate, service level, and first call resolution
• Experience coaching, training, and giving performance feedback, including live call monitoring or quality assurance
• Experience teaching and reinforcing standard processes, and holding a team accountable to them
• Experience working with phone systems, chat platforms, and CRM software, including managing vendor relationships (RingCentral experience a plus)
• Strong reporting and data skills, including building reports in Excel or similar tools and turning results into action plans
• A history of reliable and consistent job longevity
• Pre-employment screening includes, but isn't limited to, a felony/misdemeanor background check

Benefits: What We Offer

• Medical insurance, dental insurance, flex spending, HSA, vision insurance, and life insurance
• 401(K) Retirement Savings up to a 5% match
• Employer paid life insurance in the amount of $50,000
• Comprehensive paid training
• Career growth and development

Most management jobs hand you a spreadsheet and a set of targets. This one hands you a team to build. Apply.

Thrasher Group and their affiliates are an Equal Opportunity Employer. All employment offers are contingent upon the successful completion of a background check. We reserve the right to verify employment history, education, and any other information relevant to the hiring decision.