Job Description

Job Title: Head of Customer Service

Location: Tukwila, WA On-site

Job Type: Full-Time

About Us

Our client is a leading provider of residential, commercial, and industrial fencing solutions. Known for our high-quality craftsmanship and commitment to customer satisfaction, we pride ourselves on delivering secure, durable, and attractive fencing tailored to each client's needs.

Position Summary

We are seeking a dynamic and experienced Head of Customer Service to lead and elevate the customer experience from initial inquiry through project completion and aftercare. This role requires strategic oversight, process improvement, and hands-on leadership to ensure an outstanding experience for every customer, every time.

Key Responsibilities

• Team Leadership:
• Recruit, train, and manage the customer service team, including call center representatives, scheduling coordinators, and service support staff.
• Customer Experience Management:
• Oversee all aspects of the customer journey, from initial contact and estimate scheduling to post-installation follow-up and issue resolution.
• Process Improvement:
• Design and implement scalable systems to improve response times, enhance communication, and boost customer satisfaction.
• Conflict Resolution:
• Handle escalated customer complaints professionally, ensuring prompt resolution and client retention.
• Cross-Functional Collaboration:
• Work closely with sales, operations, and installation crews to ensure smooth handoffs and alignment across departments.
• KPIs & Reporting:
• Develop and track key performance indicators (KPIs) such as CSAT, NPS, call resolution time, and complaint volume.
• Technology & Tools:
• Evaluate and implement CRM systems or customer support software to streamline communication and improve transparency.

Qualifications

• 5+ years of customer service leadership experience, preferably in construction, contracting, home services, or a related field
• Exceptional communication and interpersonal skills
• Proven ability to lead, mentor, and motivate teams
• Strong organizational and problem-solving skills
• Knowledge of fencing or construction industry a strong plus

Preferred Traits

• Customer-obsessed mindset with a drive to exceed expectations
• Comfortable in a fast-paced, hands-on environment
• Empathetic, patient, and composed under pressure
• Detail-oriented with a commitment to continuous improvement

Compensation & Benefits

• $50,000 to $60,000 per year based on experience (can be higher for exceptional candidates)
• Health, dental, and vision insurance
• Paid time off and holidays

Opportunities for advancement within a growing company

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