Oldcastle BuildingEnvelope
Online Customer Care Manager (CRL)
Oldcastle BuildingEnvelope, Vernon, California, United States
Come Join Us! From apartments in New York to hospitals and stadiums in Dallas, libraries at prestigious universities to creating modern retail experiences, our teams contribute architectural glass and building products to projects that shape the way people live, work, heal, learn, and play. At OBE, the work of our employees truly matters. With over 6,500 employees, we operate more than 80 manufacturing and distribution facilities in five countries. You can see some of our favorite projects here.
What You’ll Get To Do
Lead, coach, and develop a team of customer service supervisors and representatives.
Monitor and analyze service metrics (e.g., CSAT, NPS, response times) to identify trends and implement improvements.
Ensure consistent service delivery aligned with company standards and customer expectations.
Collaborate with cross-functional teams (Sales, Operations, Logistics, etc.) to resolve escalated issues and improve the end-to-end customer experience.
Develop and implement regional service strategies that support business goals and customer satisfaction.
Assess performance, provide training, and ensure compliance with policies and procedures.
Manage staffing levels, scheduling, and resource allocation to meet service demands.
Lead initiatives to streamline processes, reduce costs, and enhance service quality.
What We Are Looking For
A minimum of 2-3 years previous customer service experience or equivalent; glass industry preferred
High School Diploma or equivalent; Associates/Bachelor’s Degree preferred
Proficiency in CRM systems and customer service software (e.g., SAP, 8x8 Work, etc.)
Exceptional communication, problem-solving, and conflict management skills.
Agile mindset with the ability to adapt processes to meet volume demands and business priorities.
Results‑driven leadership style focused on improving service quality and customer engagement.
What OBE Offers You
Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
Work-life balance – PTO and holidays, including floating holidays you can choose
Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
Training – We will equip you with the knowledge and skills you need to succeed
OBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.
Location: Los Angeles, CA. Salary: $121,000.00 – $214,000.00.
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What You’ll Get To Do
Lead, coach, and develop a team of customer service supervisors and representatives.
Monitor and analyze service metrics (e.g., CSAT, NPS, response times) to identify trends and implement improvements.
Ensure consistent service delivery aligned with company standards and customer expectations.
Collaborate with cross-functional teams (Sales, Operations, Logistics, etc.) to resolve escalated issues and improve the end-to-end customer experience.
Develop and implement regional service strategies that support business goals and customer satisfaction.
Assess performance, provide training, and ensure compliance with policies and procedures.
Manage staffing levels, scheduling, and resource allocation to meet service demands.
Lead initiatives to streamline processes, reduce costs, and enhance service quality.
What We Are Looking For
A minimum of 2-3 years previous customer service experience or equivalent; glass industry preferred
High School Diploma or equivalent; Associates/Bachelor’s Degree preferred
Proficiency in CRM systems and customer service software (e.g., SAP, 8x8 Work, etc.)
Exceptional communication, problem-solving, and conflict management skills.
Agile mindset with the ability to adapt processes to meet volume demands and business priorities.
Results‑driven leadership style focused on improving service quality and customer engagement.
What OBE Offers You
Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
Work-life balance – PTO and holidays, including floating holidays you can choose
Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
Training – We will equip you with the knowledge and skills you need to succeed
OBE will not discharge or discriminate against employees or applicants for discussing, disclosing, or inquiring about their own or others' pay.
Location: Los Angeles, CA. Salary: $121,000.00 – $214,000.00.
#J-18808-Ljbffr