Job Information
ZOOM DRAIN Customer Care & Support Manager in Plymouth Meeting, Pennsylvania
About Us:
At Zoom Drain we are committed to harnessing the power of data to drive our strategic goals and business growth. We are looking for a talented Customer Care and Support Manager to join our forward-thinking team. If you are passionate about delivering long-term customer value and enjoy creating an exemplary customer experience, we want to hear from you!
Job Description:
We are looking for a talented Customer Care and Support Manager to drive data-driven strategies and initiatives, enable lead conversion efficiency, and enhance customer satisfaction and loyalty . This role is crucial in elevating our customer journey to the next level and driving long-term growth through KPI-focused customer experience measurements, customer engagement technology, and long-term customer satisfaction & loyalty.
Responsibilities:
Lead, mentor, and motivate a team of Customer Success Specialists to achieve individual and team goals.
Provide ongoing coaching and development opportunities to enhance team performance and capabilities.
Monitor key performance indicators (KPIs) and metrics to track the effectiveness of customer success initiatives and drive continuous improvement.
Ensure adherence to best practices and standards for customer success operations.
Implement data-driven strategies using ServiceTitan CRM and phone system technologies to improve efficiency
Determine optional execution of promotions and other customer engagement strategies
Measure NPS/Google Reviews and ensure a high level of customer satisfaction
Lead, mentor, and grow a high-performing customer success team. Provide direction, support, and foster an environment that promotes individual growth and team performance.
Collaborate with Marketing, Operations, and other functions to implement solutions
Collect, analyze, and act on customer feedback to continuously improve value of products and services. Triage customer satisfaction and lead conversion challenges for improvement.
Stay up-to-date with industry trends, best practices, and emerging technologies in customer success. Incorporate new evidence-based insights and best-in-class practices to create a competitive advantage.
Qualifications:
Bachelor’s degree in business, marketing, or commensurate experience in a home services organization
5+ years of experience in customer experience management, with a proven track record of driving customer engagement and satisfaction.
Strong background in using data analytics to drive customer experience improvements and revenue growth.
Proficiency with CRM systems such as Service Titan
Experience in developing and executing KPI-driven strategies.
Experience working with cross-functional teams and managing projects involving multiple stakeholders. Strong analytical, collaborative, problem-solving, and communication skills.
Experience with using dashboards and reports to monitor KPIs and drive key performance outcomes
Experience with CRM systems with integrated customer engagement/communication tools
Experience with inbound phone technology and emerging customer interaction technologies
Benefits:
Competitive Salary
Medical Benefits
Paid Time Off / Holidays
Retirement Plan / Life Insurance
Short and Long Term Disability Insurance
Company Gatherings
Company Mobile Phone
Company Supplied Uniforms
Recognition & Rewards
Positive Team Atmosphere
*Each location is independently owned and operated
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