Customer Success Manager

Responsibilities

• Lead a team of CSRs (in-person and virtual) to answer inbound customer inquiries
• Oversee customer billing and invoicing to ensure prompt collection of receivables
• Monitor call center KPIs and develop training strategies to improve performance
• Advise the General Manager on marketing campaign performance
• Resolve customer disputes according to established guidelines
• Act as a player-coach by personally answering calls and demonstrating success

Requirements

• 3+ years of experience operating in a trades call center
• Experience with dock, gate, or overhead door products preferred
• 2+ years of experience in Service Titan preferred
• Strong communication skills for in-person and phone interactions
• Ability to manage high-volume inbound calls
• Strong organizational skills and attention to detail

Benefits

• Medical, dental, vision, and life insurance
• 401(k) with company match
• Paid time off and holidays
• Opportunities for internal advancement