Customer Service Support Manager

At Pricebook DigitalTM, we know that the key to growth is high-performing employees that make a great team. That’s why we’re seeking a qualified Customer Support Manager to oversee the day-to-day management of the PricebookPlus Support team. The Customer Support Manager will ensure the satisfaction of Pricebook Digital’s clients and forge a new path for the support team ensuring prompt and accurate attention to our customer needs. The Customer Support Manager is someone who possesses a strategic mindset, is committed and enthusiastic about providing the best customer service experience possible with confidence. As a manager of the support team, the ability to persuade stems from being genuine in helping and prioritizing the best interests of our clients. The Customer Support Manager will work closely with others, be proactive, driven and a self-starter to implement order in a chaotic environment. Every client is an opportunity for boosting top-line revenue growth, customer acquisition levels, and profitability.

Job Summary

The Client Support Manager will report directly to the Senior Manager of Operations and oversee accounts ensuring ongoing customer satisfaction. You will manage a team of Customer Support Advocates, working closely with the whole Pricebook Digital team to ensure that our customers’ experience is truly world class Customer Care. This role will own customer satisfaction, have the support of the team and the ability to escalate to top management to solve customer issues. It will be the decision of the Customer Support Manager to determine and deploy singular best practices and achieve customer satisfaction. 

Essential Duties and Responsibilities

• Implement a results-oriented customer support strategy that balances customer relationship building and timely completion of requested tasks with excellent team communication and ongoing employee training.
• Be active in making adjustments to your customer support strategy that address changes in the industry.
• Build and maintain strong relationships with current Pricebook Digital customers. You and your team will serve as the primary point of contact for all account-related activities once a customer has been onboarded.
• Actively monitor and manage customer satisfaction levels, identifying areas for improvement and working with internal teams to implement change.
• Develop and maintain a deep understanding of the PricebookPlus software, HVAC industry trends, and best practices to effectively position our services to customers.
• Coordinate between customers and Sales when opportunities arise for Pricebook Digital to provide additional services and solutions.
• Maintain accurate and up-to-date records of all customer interactions and activities in our CRM system. 
• Create Key Performance Indicators for your team, arrange for ongoing training, and ensure that KPI’s are met or exceeded.
• Report weekly during Support and Development Meetings on any general issues that may negatively impact our customers.
• Report weekly to the Senior Manager of Operations on customer issues and staff management
• Learn and understand our SaaS company service offerings by self-study, group training, partner training and experiential learning.
• Perform other work-related duties as assigned

Required skills and qualifications

• 5+ years of experience in a customer-facing role, with a proven track record of building and maintaining strong customer relationships.
• 3+ years of experience managing teams of customer service employees, with a demonstrable history of employee retention, meeting and exceeding goals for service KPIs, and the ability to arrange order amid chaos.
• 2+ years experience working in software (SaaS).
• Experience working in HVAC or another home services or construction field is useful but not required.
• Demonstrated ability to identify and pursue opportunities for personal and professional growth.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with customers, employees, internal teams and senior leaders.
• Clear and concise written and verbal communication.
• Strong technical, analytical, and presentation skills.
• Self-motivated with the ability to work with limited direction and oversight.
• Excellent follow-up skills.
• Highly organized individual.

Compensation & Benefits

Compensation range for this position is $55k - $65k and the eligible benefits for full time employees are 

• Health Insurance - Atena
• Dental & Vision Insurance - Guardian
• Voluntary Benefits - Voya
• Accident
• Critical Illness
• Hospital Indemnity
• 401K - Guideline
• Paid Vacation
• Paid Sick Leave
• Paid Parental Leave
• Paid Holidays
• Employer Paid Short Term Disability
• Employer Paid Life Insurance
• Other Perks at Work

Equal Opportunity Employer

Pricebook DigitalTM does not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. We are an equal opportunity employer, and we celebrate the diversity that each employee brings to the table. We value the convergence of fresh, unique perspectives and experiences from all walks of life and believe that makes us stronger as a company.

About Pricebook DigitalTM

Pricebook Digital develops and markets sales and pricing software and related technologies for the HVAC industry and other specialty contracting industries in the U.S. and Canada. Our solutions provide value through the entire supply chain, from manufacturers, distributors and dealers through to homeowners and small business consumers. We are a fully remote, new generation company with a strong team culture, and a mission to provide outstanding products, services and support to our customers while having fun doing it.