Customer Care Manager

Leslie's•Clarksburg, MD

13d•$60,000 - $70,000

About The Position

With over 30 years of experience and expertise, Capital Hot Tubs has solidified its position as a leading provider of indulgent experiences. We became a part of Leslie's family in August 2021. Our legacy as a premier hot tub, swim spa, and sauna specialty retailer is built on a foundation of delivering exceptional products and unparalleled customer experiences. Our dedicated Service and Water Valet teams stand ready to cater to your needs, ensuring that your experience with our products is always seamless and satisfying. The Customer Care Manager oversees the daily operations of our Service Coordinator and Delivery teams. In this role, you will drive customer engagement, streamline scheduling for deliveries, and provide hands-on leadership to support your team's operational success.

Requirements

Proven track record leading a team in a hands-on, fast-paced operational environment.
Strong ability to multitask and manage competing priorities across multiple locations.
Comfortable utilizing inventory systems, scheduling tools, and GPS/fleet management software.
Exceptional problem-solving abilities, sharp attention to detail, and a customer-first mindset.

Responsibilities

Support the Delivery Coordinator with backyard delivery scheduling, shipment intake, warehouse stocking, and order staging.
Enforce company policies, safety protocols, and performance standards across all team activities.
Foster a positive work culture rooted in teamwork, high accountability, and customer satisfaction.
Collaborate with sales, service, and management teams to ensure seamless cross-departmental operations.
Partner with Service and Delivery Coordinators to meet daily scheduling targets and organizational goals.
Serve as the primary point of contact for escalated customer service situations.
Ensure prompt, professional communication regarding warehouse pickups, repairs, and deliveries.
Develop and execute strategic initiatives to improve customer retention and satisfaction.
Oversee incoming and outgoing shipments to verify product condition and order accuracy.
Coordinate with the Warehouse Manager to ensure all inventory is organized, tracked, and correctly transferred.
Drive proactive scheduling by ensuring Service Coordinators promptly schedule delivered parts for customers.
Monitor and manage In-Stock Open Orders and Open Invoices to minimize backlogs.