Position Title: Customer Service Production Manager
Department: Customer Service
Location: McLean, VA (hybrid remote)
Classification: Full-time, Exempt, Direct hire
Reports To: Executive Vice President
Jones Networking is recruiting for a Customer Service Production Manager to join a Construction and Remodeling Firm in McLean, VA. This role is accountable for managing all aspects of a customer service team that are responsible for residential handyman jobs, small projects and warranty work up to $100,000. This position entails overseeing a customer service team composed of managers, technicians and other field personnel and responsible for ensuring that the Customer Service team maintains a strong relationship with its clients and other production teams.
Customer Service Production Manager Position Summary:
-Manage the Customer Service Department’s scope of work to include proper preparation of work orders and accuracy for billing purposes
-Lead root-cause analysis and problem-solve construction issues as they arise
-Schedule, organize, and execute service work collaboratively with the Customer Service team, subcontractors and vendors
-Oversight and coordination of all warranty work and communication between teams
-Provide excellent client and company project communication at all stages of work
-Manage and schedule in-house labor
-Manage Customer Service project schedules
-Oversee Customer Service administrative and accounting issues including; client updates, subcontractor & vendor payment approvals, client invoices & collections, project budgets, work orders and change orders
-Ensure all projects and work items are tracked and updated in the project database
-Lead all Customer Service team member training initiatives
Supervisory Responsibilities:
-Supervise, train, and develop Customer Service team members
-Maintain company culture and values within the CSR team
Qualifications Summary:
-Residential construction knowledge with a minimum of 5 years of relevant experience
-Minimum three years experience supervising construction scopes of work
-Possess a customer-first attitude and focus
-Experience in managing, training, and developing employees
-Excellent communication skills with clients, employees, vendors and subcontractors
-Proficiency in MS Word, Excel and PowerPoint
-Carpentry skills are required
Benefits:
-Company vehicle after 3 months of employment (pending motor vehicle record review)
-Potential for Project and Team bonuses based on performance
-Health, Dental, Vision, Short-Term and Long-Term Disability Insurance
-Company Paid Life Insurance Plan
-401(k) with Company Match
-Employee Discretionary Fund
-Generous Paid Time Off Program
-Training and Development Budget
-Tool Purchase Program