Assistant Manager - Customer Solutions

Installation Made Easy, Inc. provides software and process management that help retailers and contractors offer installed home improvements. The Assistant Manager – Customer Solutions supports department operations, coaches representatives, handles escalated issues, and helps maintain service quality and processes.

Responsibilities:

• Support the Customer Solutions Manager with the day-to-day operations of the Customer Solutions Department, including workflow management, staffing coverage, service levels, and team priorities
• Provide daily leadership, guidance, coaching, and support to Customer Solutions Representatives
• Assist with training and onboarding Customer Solutions Representatives on department processes, systems, customer interactions, and service expectations
• Monitor individual and team performance and provide timely coaching and feedback to improve quality, productivity, and customer satisfaction
• Take an active role in escalated and complex customer issues, working with customers, providers, retail partners, and internal teams to reach appropriate and satisfactory resolutions
• Serve as an escalation point and resource for Customer Solutions Representatives who require assistance resolving customer or provider concerns
• Help ensure customer interactions and resolutions consistently protect and support IME’s and its retail partners’ brand reputation
• Provide feedback to Field Operations and other appropriate departments regarding provider performance and recurring service issues
• Develop a strong working knowledge of the customer solutions module within IME’s proprietary software and assist team members with system and process questions
• Ensure customer records, case documentation, and related information are complete, accurate, professional, and maintained in accordance with company procedures
• Provide operational coverage and leadership for the Customer Solutions Department when the Customer Solutions Manager is unavailable
• Promote a culture of accountability, ownership, professionalism, collaboration, and customer-focused problem solving
• Any other responsibilities as assigned

Requirements:

• 3+ years of experience in customer service, customer solutions, contact center operations, or a related customer-facing environment
• 1+ years of experience in a lead, supervisory, coaching, or team leadership capacity
• Demonstrated experience resolving complex or escalated customer concerns
• Strong customer service and problem-solving skills with the ability to balance customer needs, company policies, partner relationships, and business requirements
• Excellent active listening skills with the ability to ask effective probing questions, understand customer concerns, overcome objections, and identify appropriate solutions
• Strong written and verbal communication skills
• Ability to coach, motivate, and provide constructive feedback to team members
• Sound judgment and the ability to make timely, results-oriented decisions in a fast-paced environment
• Strong organizational skills with the ability to manage multiple priorities while maintaining attention to detail
• Ability to work independently, take initiative, and maintain a high level of responsiveness and accountability in a remote work environment
• Comfortable collaborating across departments and communicating with individuals at multiple levels of an organization
• Computer proficiency, including familiarity with Microsoft Office applications and the ability to quickly learn proprietary software and contact center platforms
• 2+ years of supervisory, team lead, or people management experience
• Experience working in a contact center or high-volume customer support environment
• Experience with Five9 or similar contact center software
• Experience supporting home improvement, retail, installation services, contractors, or service-provider networks