Job description

Service Manager

Since 1955, Joyce has been providing high-quality remodeling solutions for homeowners in multiple states. Founded and headquartered in Cleveland, our third-generation family-owned company is continuing to grow, and we've completed over 20,000 projects along the way.

Today, we have over 150 professional staff team members ready to tackle the home improvement needs of our customers. Our service team is expanding, and we have an immediate need for top notch leadership that will deliver a high level of customer service with pride. Help us help others.

• Handle calls, both inbound and outbound, from internal and external customers (Installers, sales reps., customers, etc…) requesting information or service
• Empathize & understand customer’s urgent plumbing, window and basic how remodeling issues
• Answer customer questions and provide basic services information
• Deliver internal & external satisfaction
• Documentation and coordination of service requests from customers with all relevant information
• Process emails/faxes received from Installers reporting customers issues
• Troubleshooting of faulty installs / problems to resolve minor problems for customer
• Following up on outstanding issues to ensure they are handled in a timely manner
• Provide information on all product lines
• Working in the field with Customer Service Technicians
• Updating and maintaining databases used for daily Call Center activities
• Entering inventory information

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Berea, OH: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Property maintenance / home remodeling: 3 years (Required)
• over the phone troubleshooting: 2 years (Required)
• Computer skills: 4 years (Required)
• Microsoft Excel: 1 year (Required)

Language:

• English (Required)

License/Certification:

• Driver's License (Required)

Work Location: One location

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