Community Veterinary Partners
About the Role:
The Lead Customer Service Representative (CSR) in the construction industry plays a pivotal role in ensuring seamless communication between clients, project teams, and subcontractors. This position is responsible for managing customer inquiries, resolving issues promptly, and maintaining high levels of client satisfaction throughout the project lifecycle. The Lead CSR will oversee and mentor a team of customer service representatives, ensuring consistent delivery of professional and efficient service. They will also collaborate closely with project managers and field personnel to provide accurate updates and facilitate smooth project execution. Ultimately, the Lead CSR contributes to building strong client relationships that support the company's reputation and business growth.
Minimum Qualifications: High school diploma or equivalent; Associate's or Bachelor's degree in Business, Communications, or related field preferred. Minimum of 3 years experience in customer service, preferably within the construction or related industry. Proven experience leading or supervising a customer service team. Strong knowledge of construction terminology, processes, and project workflows. Proficiency with customer relationship management (CRM) software and Microsoft Office Suite. Preferred Qualifications:
Bachelor's degree in Construction Management, Business Administration, or a related discipline. Experience working directly with construction project teams and subcontractors. Familiarity with project management software such as Procore, Buildertrend, or similar platforms. Excellent conflict resolution and negotiation skills. Certification in customer service management or related professional development courses. Responsibilities:
Serve as the primary point of contact for clients, addressing inquiries, concerns, and requests in a timely and professional manner. Lead, train, and support a team of customer service representatives to ensure high-quality service delivery. Coordinate with project managers, site supervisors, and subcontractors to gather and relay accurate project information to clients. Manage and document customer interactions, feedback, and resolutions using company CRM and project management tools. Identify opportunities to improve customer service processes and implement best practices to enhance client satisfaction. Prepare regular reports on customer service metrics and team performance for senior management review. Assist in scheduling and coordinating client meetings, site visits, and follow-ups to maintain strong client engagement.
Skills:
The Lead CSR utilizes strong communication skills daily to effectively interact with clients, project teams, and subcontractors, ensuring clarity and professionalism in all exchanges. Leadership and team management skills are essential for mentoring the customer service team and fostering a collaborative work environment. Problem-solving abilities are applied to quickly address and resolve client concerns, minimizing project disruptions. Technical proficiency with CRM and project management software enables accurate tracking of customer interactions and project updates. Additionally, knowledge of construction industry terminology and processes allows the Lead CSR to bridge the gap between clients and technical teams, facilitating smooth project coordination.
The Lead Customer Service Representative (CSR) in the construction industry plays a pivotal role in ensuring seamless communication between clients, project teams, and subcontractors. This position is responsible for managing customer inquiries, resolving issues promptly, and maintaining high levels of client satisfaction throughout the project lifecycle. The Lead CSR will oversee and mentor a team of customer service representatives, ensuring consistent delivery of professional and efficient service. They will also collaborate closely with project managers and field personnel to provide accurate updates and facilitate smooth project execution. Ultimately, the Lead CSR contributes to building strong client relationships that support the company's reputation and business growth.
Minimum Qualifications: High school diploma or equivalent; Associate's or Bachelor's degree in Business, Communications, or related field preferred. Minimum of 3 years experience in customer service, preferably within the construction or related industry. Proven experience leading or supervising a customer service team. Strong knowledge of construction terminology, processes, and project workflows. Proficiency with customer relationship management (CRM) software and Microsoft Office Suite. Preferred Qualifications:
Bachelor's degree in Construction Management, Business Administration, or a related discipline. Experience working directly with construction project teams and subcontractors. Familiarity with project management software such as Procore, Buildertrend, or similar platforms. Excellent conflict resolution and negotiation skills. Certification in customer service management or related professional development courses. Responsibilities:
Serve as the primary point of contact for clients, addressing inquiries, concerns, and requests in a timely and professional manner. Lead, train, and support a team of customer service representatives to ensure high-quality service delivery. Coordinate with project managers, site supervisors, and subcontractors to gather and relay accurate project information to clients. Manage and document customer interactions, feedback, and resolutions using company CRM and project management tools. Identify opportunities to improve customer service processes and implement best practices to enhance client satisfaction. Prepare regular reports on customer service metrics and team performance for senior management review. Assist in scheduling and coordinating client meetings, site visits, and follow-ups to maintain strong client engagement.
Skills:
The Lead CSR utilizes strong communication skills daily to effectively interact with clients, project teams, and subcontractors, ensuring clarity and professionalism in all exchanges. Leadership and team management skills are essential for mentoring the customer service team and fostering a collaborative work environment. Problem-solving abilities are applied to quickly address and resolve client concerns, minimizing project disruptions. Technical proficiency with CRM and project management software enables accurate tracking of customer interactions and project updates. Additionally, knowledge of construction industry terminology and processes allows the Lead CSR to bridge the gap between clients and technical teams, facilitating smooth project coordination.