Customer Service Manager - Sales Contact Center

Job Posting:

For the past 10 years, Safe Step Walk-In Tub Company (a Ferguson company) has experienced unprecedented growth and have been overly committed to providing our customers with the industry-leading safety, comfort and independence they deserve. As the nation’s top walk in tub/shower company, our products are made to the highest manufacturing standards available, and our customer service is unmatched. We call it the Safe Step Difference.

If you’re considering investing in your future, look no further to find out why the Safe Step Walk-In Tub Company is the only choice. We purposely employ dedicated team members that have a natural desire to provide life-changing service to our customer base across the US and Canada. Every day, we do our best, to give our best, to those deserving of the same.

We are currently searching for an organized, highly motivated, and organized Customer Service Manager to lead our Sales Contact Center Team.

This role is approved to be Remote anywhere within the US.

Primary Responsibilities:

• Listen to customer calls and provide structured feedback and coaching to associates and leaders, aligning improvement opportunities with business goals and customer experience standards.
• Lead and coach a small team of professionals, providing day-to-day guidance, mentorship, and performance feedback.
• Collaborate closely with contact center managers, team leads, and senior leadership to provide “voice of the customer” insights and contribute to process or training enhancements.
• Day-to-day operations and scheduling of the Contact Center Agent Team
• Implementation and evaluation of all customer service-related activities and procedures
• Set performance goals, provide coaching and feedback, and conduct regular performance evaluations.
• Monitor key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction to ensure targets are met or exceeded.
• Oversight and direction of workflow to ensure maximum operating efficiency
• Identifying business issues in a timely manner and collaborate with team members to resolve
• Developing and implementing processes concerning customer correspondence and customer complaints
• Participating in leadership meetings with management team as a representative for associate concerns, progress, policies, and guidelines
• Generate regular reports on contact center performance, including call volume, service level achievements, and customer satisfaction metrics
• Conducting regular associate meetings
• Representing the organization to customers, associates, and leadership

Preferred Qualifications:

• A minimum of 5 years work experience in a contact center with 2+ years of experience managing or mentoring others in a customer service management role, training, team lead, or supervisory capacity.
• A bachelor's degree in business administration, management, or a related field.
• Familiarity with contact center technologies, customer relationship management (CRM) systems, and call center operations. Proficiency in using reporting and analytics
• Energetic, customer-focused, and passionate about empowering others through knowledge.
• Proficient in Microsoft Office 365 Suite, especially Teams and Outlook
• Strong written and verbal communication skills with ability to communicate across all levels of the organization
• Ability to identify business critical issues quickly and navigate priorities based on last minute changes
• Attention to detail, demonstrated integrity and professionalism
• Ability to lead and empower individuals and teams
• Ability to be flexible and adaptable in a fast-paced call center environment

At Safe Step Walk-In Tub Company, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

#Li-Remote

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Pay Range:

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Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience.

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$4,124.70 - $9,075.00

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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This role is Bonus or Incentive Plan eligible.

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Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information