166 Customer Service Manager jobs in Nashville

• Develop and sustain solid relationships with key clients by being their champion and advocating for their needs. Addressing and resolving key clients' complaints, issues, concerns.
• Expand current customer accounts through ongoing relationship development.
• Liaise with internal teams to ensure resolution of customer needs and issues are addressed in a timely and satisfactory manner (Production, QA, Scheduling, Finance). You are the main point of contact between key clients and internal teams.
• Communicate and collaborate with all necessary stakeholders.
• Maintain a strong understanding of the industry and client needs. Maintain complete organization knowledge and product familiarity.
• Drive key output performance KPIs that impact the client.
• Create and update internal tracking and reporting systems daily to maintain accurate KPI's. Compiling reports on account progress, goals, forecasts.
• Ensure the integrity of quality of products shipped, on time delivery, costing, invoicing.
• Mitigate churn and ensure brand standards are met.
• Participate in and/or lead client meetings on a regular interval (weekly, monthly, quarterly basis) on performance, relationship building on time delivery, etc.
• Understand customer goals and remain alert and responsible to changing customer needs.
• Demonstrate knowledge of market data and access to resources to quickly respond to new developments in the client's business.

• Communication: Effectively communicates with internal teams as well as with clients directly to deliver customer expectations. Strong written and verbal communication with a positive attitude.
• Customer Focus: Acts as business partner, building trust and confidence with key clients; can effectively participate in business reviews, providing honest and professional input; actively listens to the customer and develop a true understanding of their needs.
• Teamwork and Collaboration: At RLG, we know that all our actions touch the customer experience. We deliver as one team, proactively offering support to our team members to contribute to RLG's continuously improving service model.
• Change Management: Comfortable with and embraces change; Identifies opportunities for improvement and provides input into our roadmap to elevate the customer experience.
• Initiative: Proactive and an opportunistic self-starter that can work independently; serves as leader in accomplishing tasks and completing projects; initiates processes that contribute to speed and ease of doing business with RLG.
• Adaptability and Multi-tasking: Strong organizational skills and attention to detail, with the ability to multitask; effectively manages complex customer bases and serves as mentor within team, assisting lesser experienced reps with escalated issues and workload management.
• Problem Solving: Solution-oriented mind set, guiding and coaching others to resolution and root cause analysis to prevent future issues.

• Minimum 3-5 years' experience in Customer Service and/or Sales, preferably in a manufacturing environment
• Quick learner who will dive headfirst into the product and team environments to understand intricacies
• Strong desire to provide the ultimate Customer Experience.
• Strong sense of urgency and the ability to multitask.
• Ability to meet strict internal and external timelines & milestones.
• Ability to effectively provide, receive and respond positively to constructive feedback.
• Ability to produce professional documents, including spreadsheets, correspondence, and email.
• Strong communication skills, both written and verbal, applicable in a corporate environment.

Clayton Homes, a Berkshire Hathaway company and the nation's leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry and we believe it begins with a World Class Team Member Experience. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.

The Customer Care Field Technician in Training is responsible for delivering the desired customer service experience as represented by the customer care philosophy. The goal is to effectively make warranty, courtesy or service repairs that meet or exceed the expectations of our customers. You will travel to the customer home to examine warranty issues and make the necessary corrections as appropriate and being able to articulate to the customer what happened. It is expected for the Customer Care Technician to be able to make the repairs. This may include replacing or manually fixing the warranty concern. Proper paperwork documenting repairs, along with pictures will be required for each job.

Core Competencies:

• Computer literate a plus. Successfully learn the programs necessary to complete all job responsibilities.
• Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and the home office.
• Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.

Essential Duties & Responsibilities:

• Providing reliable and trustworthy service and customer support during customer home visits.
• Effectively schedule and manage all on-site inspections, repairs, maintenance and testing tasks.
• Read, understand and execute schematics.
• Experience with all hand tools, power tools and diagnostic tools.
• Ensure that all work orders, request for service, and parts forms are properly detailed with required information.
• Provide polite, ethical, and knowledgeable communication to all customers (homeowners, retail team members, facility team members, and the home office support team).
• Cooperate with customer care support staff and share information with the production team to improve the quality of our homes.
• Ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service.
• Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
• Build positive relationships with all customers.
• Adhere to and support all Clayton Homes Building Group policies and procedures.
• Operate vehicle in a safe manner and use field automation systems.
• Follow all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations.
• Ability to work flexible shifts and to adapt to changing work schedules. Ability to be away from home for several days at a time.

Knowledge, Skills and Ability Requirements:

• Language Skills, Ability to read and interpret documents such as policies, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
• Mathematical Skills. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Computer Skill. Ability to learn new programs as needed.
• Reasoning Ability. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Other:

• Rules and Regulation. All employees must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company's EHS Policy.
• Physical Demands. The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this Job, the employee is regularly required to stand; lift heavy objects; walk; work in confined spaces; bend down frequently; use hands to handle or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The team member must frequently lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision.
• Work Environment. The work environment characteristics described here are representative of those that a team member will encounter while performing the essential functions of this job, but frequent visits to customers home sites will be necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job (inspections, repairs, testing, etc.), the team member is frequently exposed to outside weather conditions and exposed to frequent and long-range driving. The noise level in the work environment ranges from moderate (office/road/customers' homes) to loud (production plant).

Why Clayton?

A Berkshire Hathaway Company - an integrity-based organization offering unlimited career growth opportunities. Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Clayton provides competitive 401K programs, including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.

As part of Clayton's commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.

Clayton is proud to have earned spots on the following Forbes lists: America's Best Employers, America's Best Employers by State, Best Employers for Diversity, Best Employers for Women.

At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members.

Clayton is committed to a diverse and inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

What we offer

• Excellent health benefits plan, which includes day 1 eligibility for medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time off package
• Paid parental leave
• Company-paid mental health benefit through Headspace
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

A Customer Care Specialist in the SERVPRO National Call Center is responsible for identifying, capturing, and delivering revenue generating residential and commercial opportunities connecting customers to qualified SERVPRO Franchisees throughout the nation (including parts of Canada). The SERVPRO National Call Center is a 24/7 environment; therefore, Customer Service Representatives are expected to maintain flexibility with respect to working overtime and holidays, especially during storm-related weather events.

***Please note, the schedule for this role is Monday, Tuesday, Saturday and Sunday from 7:00pm CT - 6am CT.

You will

• Actively and consistently supports all efforts to simplify and enhance the Franchise/customer experience.
• Answers all incoming phone calls and aids representing SERVPRO Franchise community.
• Manages inbound and outbound phone calls based on established statistical performance goals for Department.
• Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO Franchises.
• Timely dispatches job leads based on necessary criteria including, but not limited to, Franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO Franchises.
• Promotes customer service throughout the SERVPRO System and insurance community; strives for one call resolution for vendors, customers, and Franchisees to promote high touch proactive service resolution resulting in customer retention.

You have

• Assists the Incident Alert Center (IAC) by monitoring multiple alert sources and researching and dispatching commercial chase lead opportunities per IAC standard operating procedures.
• Ensures Distributors are notified of Franchises violating National Accounts Guidelines criteria.
• Assists other departments, as necessary.
• Completes all Training and Coaching sessions as required and/or requested by Supervisor.

You have

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
• At least one (1) year of customer service experience, Call Center experience preferred.
• Outstanding written and verbal communication skills including proper pronunciation, grammar, and a consistently courteous and professional tone of voice always.
• Possess polite and confident, excellent customer service skills, including listening and questioning.
• Excellent, organizational skills and strong attention to detail.
• PC skills in a multi-screen/task environment.
• Type at least 40+wpm with minimal errors.
• Adaptable to remain calm and reasonable amidst tense or stressful situations.
• Ability to work in a fast paced, team-oriented office environment.
• Ability to sit for extended amounts of time.
• Microsoft Office 2007/2010 experience (i.e.: Outlook) and CRM experience, a plus.
• High School Diploma or GED.
• Associates degree preferred.
• Must reside in the state of Tennessee for payroll purposes.

Working Conditions

• Fast-paced, high pressure office environment.
• Standard working hours based on a 40-hour work week.
• Additional working hours required as needed during storm events to maintain 24/7 phone coverage.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,000+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share in common, and the collaborative spirit we bring to the work we pursue together. SERVPRO HQ has been recognized by The Tennessean as a Top Workplace for the 4th consecutive year.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.

What we offer

• Excellent health benefits plan, which includes day 1 eligibility for medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time off package
• Paid parental leave
• Company-paid mental health benefit through Headspace
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

A Customer Care Specialist in the SERVPRO National Call Center is responsible for identifying, capturing, and delivering revenue generating residential and commercial opportunities connecting customers to qualified SERVPRO Franchisees throughout the nation (including parts of Canada). The SERVPRO National Call Center is a 24/7 environment; therefore, Customer Service Representatives are expected to maintain flexibility with respect to working overtime and holidays, especially during storm-related weather events.

***Please note, the schedule for this role is Monday, Tuesday, Saturday and Sunday from 7:00pm CT - 6am CT.

You will

• Actively and consistently supports all efforts to simplify and enhance the Franchise/customer experience.
• Answers all incoming phone calls and aids representing SERVPRO Franchise community.
• Manages inbound and outbound phone calls based on established statistical performance goals for Department.
• Timely and accurately captures referrals for job leads received via telephone and electronically to maximize job referrals to qualified SERVPRO Franchises.
• Timely dispatches job leads based on necessary criteria including, but not limited to, Franchise status, territory assignment, and commercial large loss dispatch and to maximize job referrals to qualified SERVPRO Franchises.
• Promotes customer service throughout the SERVPRO System and insurance community; strives for one call resolution for vendors, customers, and Franchisees to promote high touch proactive service resolution resulting in customer retention.

You have

• Assists the Incident Alert Center (IAC) by monitoring multiple alert sources and researching and dispatching commercial chase lead opportunities per IAC standard operating procedures.
• Ensures Distributors are notified of Franchises violating National Accounts Guidelines criteria.
• Assists other departments, as necessary.
• Completes all Training and Coaching sessions as required and/or requested by Supervisor.

You have

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
• At least one (1) year of customer service experience, Call Center experience preferred.
• Outstanding written and verbal communication skills including proper pronunciation, grammar, and a consistently courteous and professional tone of voice always.
• Possess polite and confident, excellent customer service skills, including listening and questioning.
• Excellent, organizational skills and strong attention to detail.
• PC skills in a multi-screen/task environment.
• Type at least 40+wpm with minimal errors.
• Adaptable to remain calm and reasonable amidst tense or stressful situations.
• Ability to work in a fast paced, team-oriented office environment.
• Ability to sit for extended amounts of time.
• Microsoft Office 2007/2010 experience (i.e.: Outlook) and CRM experience, a plus.
• High School Diploma or GED.
• Associates degree preferred.
• Must reside in the state of Tennessee for payroll purposes.

Working Conditions

• Fast-paced, high pressure office environment.
• Standard working hours based on a 40-hour work week.
• Additional working hours required as needed during storm events to maintain 24/7 phone coverage.

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,000+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share in common, and the collaborative spirit we bring to the work we pursue together. SERVPRO HQ has been recognized by The Tennessean as a Top Workplace for the 4th consecutive year.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.