Customer Relations Manager
Job Description
Meet Leaf Home. We turn complex home improvement projects and endless to-dos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance, we deliver remarkable, end-to-end experiences. And get the job done right, at every step. Bringing innovative products, the best people, and the highest standards to every project.
Trusted by more than 1 million homeowners across the US and Canada, we are America’s largest direct-to-consumer full-service provider of branded home services and products. Our products, including the patented LeafFilter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House, and other consumer review platforms.
Benefits
We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience, excellence, and quality through 250+ regional sales and installation offices and comprehensive field support offices in New York and Hudson, Ohio. We’re proud to say we’ve been consistently named one of the fastest-growing private companies by Inc. 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wide-ranging and include:
Industry-best compensation packages | Fully paid health, dental, and vision insurance | 401k with company match | Paid time off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as VetConnect, DEI Committee, Women’s Committee.
Position Summary: The Customer Relationship Manager directly supports the National Director of Customer Operations. In this position, the Customer Relationship Manager will provide guidance, direction, and counseling for both customers, and employees, to ensure the highest level of satisfaction possible, while maintaining the highest possible profitability for our organization.
Essential Duties And Responsibilities
* Resolve escalating customer service issues in a timely fashion, ensuring customer satisfaction every step of the way.
* Gather initial intake information provided by an employee or client needed to establish a relationship with the client.
* Develop an individualized strategic plan for each client designed to expand our relationship with them through increased involvement and relationship strategies.
* Consistently follow up with clients within established time frames to ensure the meeting of resolution targets.
* Meet and document daily targets of contacts, relationship progressions, and resolutions generated.
* Performs other duties as assigned by supervisor.
Experience And Minimum Qualifications
* Bachelor’s degree preferred, or equivalent combination of education, training, and experience.5+ years of customer service and administrative experience.
* 2+ years of leadership experience.
* Complex understanding of the products and services available to customers and the ability to present each and/or all of them to a prospective client based on their specific needs.
* Ability to juggle various work activities and shift their attention from one task to another to meet the demands of different stakeholders without “dropping the ball.”
* Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “win every day” mentality.
* Hold oneself accountable and responsible while being self-driven in accomplishing goals.
* Detail-oriented and can focus on task at hand by finding the most efficient and effective pathway to completion.
* Excellent verbal and written communication skills at all levels to communicate with internal and external stakeholders articulately.
* Ability to logically connect ideas, scrutinize and evaluate arguments, find inconsistencies and errors in work, solve complex problems, and engage in reflection.
* Ability to provide timely and empathetic service through all communication channels keeping peer and customer needs first.
* Proficiency using Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, and/or Access).
* Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).
Preferred Knowledge, Skills, Abilities Or Certifications
* Experience in the home remodeling or construction industry.
Travel Requirements
* No travel required.
Overtime/Additional Hours Requirements
* Additional hours may be required (exempt positions).
Physical Requirements
* Normal office environment.
* Performs indoor work in a climate-controlled environment.
* Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time
Diversity and Inclusion Statement
Leaf Home is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.
Equal Opportunity Statement
Leaf Home will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).
