Customer Solutions Manager

Customer Solutions Manager

FloHawks offers residential, industrial, and commercial customers in the Puget Sound one-stop shopping for a diverse range of sanitary services, including: septic, plumbing, and drain cleaning. FloHawks has earned a reputation over the years, both regionally and nationally (even internationally) as a premier provider of services in its industry. This is made possible by FloHawks' dedicated professionals, who work passionately 24/7 to provide their customers with innovative solutions, services, and products.

Hours - Monday thru Friday from 7am to 4pm

Position Overview:

The Customer Solutions Manager is responsible for the leadership, development, and performance of assigned Customer Solutions and Office Support teams and functions within a Site & Facility Services branch office. This position provides direct leadership to multiple branch support functions, which may include Customer Operations Specialists (COS), administrative support, billing and finance support, and other assigned office-based positions. The primary focus is to ensure an exceptional customer experience while creating organizational and process efficiencies across the branch. The position provides leadership and oversight of customer communications, scheduling and dispatch, administrative processes, Accounts Payable/Accounts Receivable support, billing coordination, and other critical office functions. The Customer Solutions Manager serves as a key connection point between Customer Operations, Field Operations, Sales, Finance, and Branch Leadership.

Essential Functions:

• Provide direct leadership, supervision, coaching, training, and development to assigned Customer Solutions and Office Support employees.
• Lead multiple positions and functional responsibilities within the branch, including the Customer Operations Specialist function and other assigned administrative and operational-support positions.
• Establish clear individual and team expectations aligned with customer, operational, financial, and business objectives.
• Conduct regular performance evaluations and provide ongoing feedback, coaching, and development.
• Identify employee development opportunities and establish appropriate cross-training to provide adequate coverage for critical branch responsibilities.
• Interview, select, onboard, and train new team members.
• Create a culture of accountability, teamwork, communication, continuous improvement, and exceptional customer service.
• Provide leadership and oversight of the Customer Operations Specialist (COS) function and ensure customer calls and requests are handled professionally, accurately, and timely.
• Establish expectations for call handling, customer communication, job creation, scheduling, dispatch, and customer follow-up.
• Monitor customer-service and operational performance metrics and implement improvements when necessary.
• Ensure appropriate escalation and resolution of customer concerns.
• Provide leadership and oversight of branch scheduling and dispatch processes.
• Maintain awareness of daily field operations, technician availability, equipment availability, route capacity, geography, customer priorities, and service commitments.
• Work closely with Field Supervisors and Operations Leadership to maximize technician productivity and effective utilization of branch resources.
• Ensure scheduling and dispatch decisions balance customer expectations with operational capacity and business priorities.
• Identify capacity constraints and operational issues early and coordinate solutions with appropriate branch leadership.
• Ensure effective communication between office and field personnel.
• Provide leadership and oversight of assigned branch-level Accounts Receivable and Accounts Payable functions and responsibilities.
• Ensure required billing documentation is complete and completed work progresses through the invoicing process accurately and timely.
• Monitor and assist with customer account issues, invoice discrepancies, purchase-order requirements, third-party billing requirements, payment processing, deposits, and other assigned AR responsibilities.
• Coordinate vendor invoice processing, purchase-order documentation, invoice research, and other assigned AP responsibilities.
• Partner with corporate Finance, AP, and AR teams to ensure issues are identified, communicated, and resolved timely.
• Maintain appropriate controls, documentation, and accountability for financial and administrative processes assigned to the branch.
• Identify process breakdowns that could negatively impact invoicing, collections, vendor relationships, cash flow, or financial performance.
• Provide leadership and coordination for assigned administrative and office-support functions.
• Establish documented processes, responsibilities, and appropriate backup coverage for critical branch administrative activities.
• Identify opportunities to streamline workflows and eliminate unnecessary or duplicated processes.
• Ensure assigned administrative deadlines, reporting requirements, documentation, and compliance responsibilities are completed accurately and timely.
• Coordinate across departments to resolve workflow issues and improve communication.
• Promote a consistent culture of professional, responsive, and solution-oriented customer service.
• Protect and enhance the company's reputation through effective customer communication and issue resolution.
• Monitor customer concerns and escalations and ensure appropriate ownership through resolution.
• Work collaboratively with Sales, Operations, and Field Leadership when customer issues require cross-functional solutions.
• Monitor key performance indicators associated with assigned teams and functions and develop appropriate weekly and monthly performance reporting.
• Identify opportunities where improved customer service, scheduling, dispatch, administrative execution, and billing processes can increase completed jobs, revenue capture, and operational efficiency.
• Support Branch Leadership with staffing analysis, operational reporting, forecasting, and process-improvement initiatives.
• Develop, implement, document, and maintain policies and procedures associated with assigned functions.
• Promote Company leadership standards in all interactions with employees and customers, including Leadership, Safety First, Meet Commitments, Coach and Motivate, Customer Focus, and Integrity and Trust.

Knowledge and Skills:

• People leader who can effectively manage, coach, develop, and create accountability across multiple positions and functional responsibilities.
• Customer focused, with a strong understanding of how communication, responsiveness, scheduling, service execution, billing, and follow-through influence the overall customer experience.
• Operationally minded, with an understanding of the relationship between office operations, field operations, technician capacity, equipment availability, scheduling, dispatch, and customer commitments.
• Business minded, recognizing how effective administrative processes, billing, AP/AR execution, dispatch, and customer service contribute to revenue capture, cash flow, profitability, and overall branch performance.
• Ability to lead multiple teams and functions while remaining actively engaged in the daily operation of the branch.
• Strong cross-functional communicator who can coordinate effectively between customers, office personnel, field employees, Sales, Finance, and leadership.
• Strong written and verbal communication, organization, prioritization, problem-solving, and process-improvement skills.
• Ability to quickly adjust priorities in a fast-paced service environment and manage multiple functions simultaneously.
• Strong interpersonal skills and ability to work effectively across all levels and functions of the organization.
• Strong attention to detail and commitment to accurate and timely execution.
• Ability to interpret operational and financial information and use performance metrics to improve results.

Education and Experience:

• Two (2+) plus years of leadership or management experience, preferably managing multiple employees or functional responsibilities in a service-based environment. (Required)
• Demonstrated ability to lead, coach, develop, and hold employees accountable. (Required)
• Bachelor's degree or equivalent combination of education and relevant professional experience. (Required)
• Proficient with Microsoft Office with the aptitude to learn new software, systems, and technology. (Required)
• Dispatch and scheduling experience, particularly coordinating field employees, equipment, routes, appointments, or service capacity. (Preferred)
• Accounts Receivable and/or Accounts Payable experience, including invoicing, customer accounts, payment processing, deposits, vendor invoices, purchase orders, and financial administrative processes. (Preferred)
• Strong customer-service and dispute-resolution experience. (Preferred)
• Experience supporting or managing multiple administrative and operational functions. (Preferred)
• Experience with field-service management, dispatch, CRM, ERP, accounting, or similar business systems. (Preferred)

Working Environment:

• General office environment supporting a service-based business and multiple branch functions.
• Must have the ability to withstand stress associated with customer interaction, competing priorities, staffing and operational issues, multiple communications, problem solving, and project timelines.
• Must have the ability to perform some light lifting and bending.
• Must have the ability to withstand some periods of sitting.

Key Measures of Success:

• Customer satisfaction and customer experience.
• Performance and development of assigned employees.
• Call handling and booking performance.
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