Customer Service Production Manager - TalentRemedy
Mc Lean, VA 22102
About the Job
With a focus on delivering remarkable customer experiences and superior construction quality, our client specializes in luxury renovations ranging from primary suites and kitchens to whole-house and condo remodels. They have a tradition of excellence for over 35 years and are currently hiring for a Production Manager in McLean, VA. The ideal candidate is a process-driven remodeling professional with superb communication skills who embodies integrity, professionalism and client satisfaction.
Summary: The Customer Service Production Manager (CS PDM) for is accountable for managing all aspects of a customer service team that are responsible for residential handyman jobs, small projects, and warranty work ranging from $1k-$150k. This entails overseeing a customer service team comprised of managers, technicians, and other field personnel. This person is responsible for ensuring that the CS team maintains a strong relationship with its clients and other production teams. The ideal candidate must have solid construction experience, be a leader, very well organized, an excellent communicator and equally adept with computers and a hammer.
Roles and Responsibilities:
- Accountable for all aspects of Sales and Profits of Customer Service team
- Management and proper preparation and submission of customer service work order to clients
- Drive
- Manage / Oversees all aspects of Customer Service Production
- Lead root-cause analysis / ability to problem solve construction issues as they arise
- Schedule, organize, and execute service work collaboratively with Customer Service team, subcontractors, and vendors
- Oversight and coordination of all warranty work and communication between teams
- Assist with the management of trades
- Ultimate accountability for jobsite safety, cleanliness, security, and protection from damage during construction
- Manage CS project schedules
- Accountable for Customer Satisfaction - Excellent client and company project communication at all stages of work
- Lead and manage the customer service team in order to create an environment of accountability. and Accountable for Team
- Manage and schedule in-house labor
- Oversee CS administrative and accounting issues including, client updates, sub/vendor payment approvals, client invoices and collections, project budgets/work orders/change orders
- Lead all CS team member training initiatives
Supervisory Responsibilities:
- Production Manager responsible for:
- Supervision, training, and development of Customer Service team members
- Maintaining company culture within the CS team
- Managing and overseeing all aspects of CS projects
- Direct Reports: Customer Service Managers
Preferred Requirements:
- An expert at residential construction with a minimum of 5-10 years’ experience in field operations
- 3+ years’ experience supervising construction scopes of work
- Experience in managing, training, and developing people
- Excellent communication with employees, clients, vendors, and subcontractors
- Working knowledge of all remodeling trade installation requirements and techniques
- Working knowledge of OSHA safety regulations, Construction Quality Control, First Aid and CPR
- Ability to manage multiple tasks and adapt to changing priorities, experienced and creative problem solver
- Proficient in MS Office (Excel, Word, PowerPoint)
Schedule: Monday through Friday, 7am to 4pm with occasional work on the weekends.
Benefits
- Company Vehicle after 3 months of employment (pending motor vehicle record review)
- Potential for Project and Team bonuses
- Health, Dental, Vision, Short-Term and Long-Term Disability Insurance
- Company Paid Life Insurance Plan
- 401k with Company Match
- Employee Discretionary Fund
- Generous Paid Time Off Program
- Training and Development Budget
- Tool Purchase Program
Source : TalentRemedy