Customer Service Production Manager

6 days ago


india TalentRemedy Full time
Job Description
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  


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