We are Hiring: Customer Success Manager

DAY-TO-DAY RESPONSIBILITIES: (Full-time role at 40 hours a week, Tuesday – Saturday, 2 PM – 10 PM CST)

The Customer Success Manager plays a crucial role in maintaining customer satisfaction and driving growth for our small plumbing company. This position involves managing customer interactions, resolving issues, and ensuring that the company provides excellent service. By focusing on customer needs and building strong relationships, the Customer Success Manager helps us retain clients and attract new business.

Day-to-Day Responsibilities:

1. Customer Inquiries and Support
   • Respond promptly to customer inquiries via phone, email, or online platforms, providing accurate information about services, scheduling, and pricing.
   • Handle customer complaints or issues, resolving them quickly and effectively to maintain customer satisfaction.
   • Coordinate with the Operations Manager and Field Supervisor to ensure that customer needs are met, and any special requests are accommodated.
2. Job Scheduling
   • Schedule appointments for service calls, coordinating with the Operations Manager to ensure that technicians are available and dispatched efficiently.
   • Confirm appointments with customers and provide them with any necessary pre-visit information.
3. Customer Follow-Up
   • Follow up with customers after service calls to ensure they are satisfied with the work performed and to address any lingering concerns.
   • Collect feedback from customers about their experience, using it to identify areas for improvement.
4. Sales Support
   • Assist the Field Supervisor with sales activities, such as preparing estimates or proposals for potential clients.
   • Identify opportunities to upsell additional services or maintenance plans during customer interactions.

Weekly Responsibilities:

1. Customer Satisfaction Monitoring
   • Review customer feedback from the past week, identifying any trends or recurring issues that need to be addressed.
   • Work with the Operations Manager to implement changes or improvements based on customer feedback.
2. Team Meetings
   • Participate in weekly meetings with the Operations Manager, Field Supervisor, and other key staff to review job performance, customer satisfaction, and upcoming schedules.
   • Provide insights into customer concerns or preferences that could impact operations or sales strategies.
3. Customer Relationship Management
   • Reach out to repeat customers to thank them for their business and offer any additional services or maintenance plans.
   • Build relationships with key clients, ensuring they feel valued and are likely to continue using the company’s services.
4. Sales Pipeline Management
   • Review the status of open sales leads and follow up with potential customers to move them through the sales pipeline.
   • Collaborate with the Field Supervisor to close deals and ensure that estimates are converted into booked jobs.

Monthly Responsibilities:

1. Customer Satisfaction Analysis
   • Analyze customer satisfaction data from the past month, identifying any significant trends or issues that need to be addressed.
   • Report findings to the CEO and other managers, along with recommendations for improving customer service.
2. Process Improvement
   • Review customer service processes and identify areas where efficiency or service quality can be improved.
   • Implement new practices or tools to enhance the customer experience, such as updated scripts, training, or customer relationship management (CRM) systems.
3. Training and Development
   • Participate in training sessions for customer service staff to improve communication skills, product knowledge, and problem-solving abilities.
   • Participate in ongoing coaching to ensure that customer service representatives are meeting performance standards.
4. Customer Retention Initiatives
   • Develop and implement strategies to increase customer retention, such as loyalty programs, referral bonuses, or regular follow-ups with past customers.
   • Monitor the effectiveness of these initiatives and adjust them as needed to achieve better results.

Quarterly Responsibilities:

1. Customer Satisfaction Survey
   • Conduct a formal customer satisfaction survey to gather detailed feedback about the company’s services, pricing, and overall experience.
   • Analyze the survey results to identify strengths and areas for improvement and develop action plans based on the feedback.
2. Strategic Planning
   • Participate in quarterly strategic planning sessions with the CEO and other managers, providing insights into customer trends and feedback.
   • Help develop customer service goals and strategies that align with the company’s growth objectives.
3. Sales and Marketing Collaboration
   • Work with the Sales and Marketing team to develop campaigns or promotions based on customer needs and preferences identified through feedback.
   • Provide input on marketing materials and messages to ensure they resonate with the target audience.

Success Metrics:

• Answer incoming calls and address each call appropriately.
• Provide an excellent customer service experience that will drive CSAT scores.
• Assist each call in a timely manner.

Qualification:

• Over 3 years of experience working as a Customer Success Manager or in any customer satisfaction-focused role.
• EFSET C1/C2 English Level.
• Strong communication skills, both verbal and written, with an ability to explain complex information clearly.
• Proficiency in CRM software (e.g., Salesforce, Zendesk) and basic computer applications.
• Patience, empathy, and a positive attitude when interacting with customers.
• Physical phone will be provided, and it is expected to answer calls accordingly.

Job Offer:

• $1,056 monthly
• $1,100 monthly after 6 months (plus activation of benefits)
• $1,144 monthly after 18 months

Benefits:

• Private Life and Accident Insurance + Telemedicine
• Quarterly P2,500 wellness reimbursement
• Reimburse up to P400/month of your PhilHealth voluntary contribution
• 2x a year mental health counseling session with a board-certified counselor or therapist
• 1x a year financial health planning with a certified financial planner
• Monthly upskilling and personal development seminars
• Legal and paperwork assistance for visas, loans, etc.
• Birthday gift, in behalf of your company
• Christmas gift, in behalf of your company
• Bereavement Assistance 
• Other company-wide events and contractors engagement activities
• Work from home set-up

No To Freelancers

WE DON’T CONTRACT “FREELANCERS”. We only hire people who want a long term, stable job and role with a growth-focused company. We don’t tolerate moonlighting, cheating on hours, or lack of respect for confidentiality and intellectual property. We are backed by a strong HR and legal team for this. You are honestly paid for the work you came here to do. If you want to be a freelancer and want a “gig” or a “for now” thing, we advise you use freelancer platforms like Upwork. That said, we pour a lot of love and growth into our team members, and we don’t want that to go to waste.

If you meet the qualifications and are interested, kindly complete the form provided below:

https://forms.gle/uJwhb3SYEH9C8rB99