Regional Customer Care Manager

Thrasher Group•Omaha, NE

About The Position

Thrasher is seeking a Regional Customer Care Manager to lead the teams responsible for setting sales and service appointments and monitoring social channels. The manager establishes the team’s vision and standards, develops employees, and helps ensure that homeowners receive a high-quality experience. The role works across the company and supports business needs as required. The manager owns team performance and department commitments, including lead-to-appointment conversion, full service calendars, calls answered within service-level standards, and first-call resolution. They coach employees through training, feedback, and live call monitoring; manage customer-experience technology and vendor relationships; partner with leadership on process redesign and service policies; and build reporting that identifies trends and turns performance data into action. Compensation is $80,000–$105,000 depending on experience, plus monthly performance bonuses.

Requirements

Call center experience.
3–5 years of leadership experience; preferably in a call center environment.
Proven track record of achieving team metrics such as conversion rate, service level, and first-call resolution.
Experience coaching, training, and providing performance feedback, including live call monitoring or quality assurance.
Experience teaching and reinforcing standard processes and holding a team accountable to them.
Experience with phone systems, chat platforms, and CRM software, including managing vendor relationships.
Strong reporting and data skills, including building reports in Excel or similar tools and translating results into action plans.
Reliable and consistent job longevity.
Successful completion of pre-employment screening, including a felony/misdemeanor background check.

Nice To Haves

RingCentral experience.

Responsibilities

Cast vision, align the team, uphold Thrasher’s purpose, mission, and values, and hold team members accountable.
Own performance metrics including lead-to-appointment conversion, full service calendars, service-level call answering, and first-call resolution; create and carry out action plans when results fall short.
Take disciplinary action when needed and deliver the department’s annual commitments.
Train and develop new and tenured team members on core processes.
Coach employees through live call monitoring to help them overcome objections and improve customer experience.
Provide timely feedback on culture and performance, and recognize and reward strong work.
Work with phone-system providers and other technology partners to ensure the team has effective tools.
Manage vendor relationships for phone systems, chat support, CRM, and other customer-experience tools, and resolve system issues quickly.
Partner with leadership on process redesign and establish policies and procedures that improve service standards.
Build and own team-performance reporting, identify trends, and translate data into actions for the team and leadership.