Customer Service Manager
Position Description
At Greystone Roofing & Construction, we pride ourselves on delivering top-tier roofing, restoration, and construction services with integrity, quality craftsmanship, and unmatched customer care. We know that home improvements and roof repairs can be stressful for property owners. That’s why our customer service team is the backbone of our business—ensuring seamless communication, clear expectations, and exceptional experiences from initial inspection to final walkthrough.
We are seeking an experienced, proactive, and process-driven Customer Service Manager to lead our client experience operations in a Remote / Hybrid capacity.
In this role, you will oversee day-to-day customer communications, manage homeowner inquiries, streamline project updates, resolve service issues, and lead our customer support team. You will serve as the primary bridge between our homeowners, field project managers, sales representatives, and production teams.
Key Responsibilities:
- Serve as the primary escalation point for elevated customer inquiries, concerns, or complaints, resolving issues with empathy, speed, and professionalism.
- Manage incoming customer communications across multiple channels (phone, email, text, live chat, and online portals).
- Ensure timely follow-ups with homeowners regarding project timelines, material deliveries, weather delays, and completion schedules.
- Conduct post-project satisfaction calls and gather reviews and testimonials (Google, BBB, etc.).
- Supervise, train, and mentor customer service representatives/coordinators.
- Establish KPIs, SLA targets (response times, resolution rates, CSAT scores), and track team performance.
- Develop standard operating procedures (SOPs) for customer communication, onboarding, and issue escalation.
- Work closely with Sales, Production, and Project Management teams to ensure accurate project handoffs and transparent timeline updates for homeowners.
- Assist clients with understanding insurance claims processes, invoicing questions, and payment schedules in coordination with the billing team.
- Maintain accurate customer records, interaction histories, and job updates in the CRM system.
Qualifications & Requirements:
- Experience: 2 years of Customer Service Management or Operations Supervision experience.
- Industry Knowledge: Experience in roofing, residential construction, insurance restoration, or trades/field services is strongly preferred.
- Technical Proficiency: Proficiency with CRM software (e.g., JobNimbus, AccuLynx, Salesforce, or similar roofing/construction CRMs).
- Experience with VoIP systems, Google Workspace / Microsoft Office 365, and web-based scheduling tools.
- Communication Skills: Exceptional verbal and written communication skills with strong conflict-resolution capabilities.