Stronghouse · 19 hours ago
Customer Advocate Manager
Oconomowoc, WI
Full-time
Onsite
Mid Level
$70K/yr - $77K/yrStronghouse is seeking a Customer Advocate Manager that will lead a team responsible for resolving customer issues and responding to brand inquiries, ensuring the customers questions are answered in expedited and correct fashion. This role is critical in driving customer experience and representing the customer to the business, to deliver expedited responses to issues that arise.
Building MaterialCivil EngineeringConstruction
Responsibilities
Supervise, mentor and coach a team of customer centricity representatives to ensure consistent and high-quality customer service
Conduct regular check-ins and ongoing performance evaluations to support the teams growth and development
Manage daily scheduling, workflow and resource allocation to maintain strong service levels
Oversee resolution of customer issues, warranty claims, and general inquiries through phone, email, and other support channels
Handle escalated or complex cases professionally and efficiently
Maintain a customer-first mindset while balancing brand policies and business needs
Manage the reputation acceleration team members who are the final touchpoint with the consumer and the critical team to earning reviews
Identify trends, recurring issues, and process gaps; recommend and implement improvements
Collaborate with cross-functional teams (product, operations, sales, QC, marketing, etc.) to streamline communication and enhance overall customer experience
Maintain and update SOPs, knowledge base content, and training materials
Monitor KPIs such as response time, resolution time, satisfaction scores, and claim accuracy
Prepare weekly/monthly performance reports and present key insights to leadership
Qualification
Required
High school diploma or equivalent preferred
Proven experience in Sales and Customer Service is preferred
Strong communication skills and ability to build rapport with people quickly
Strong organizational and time management skills
Strong attention to detail and accuracy in work
Ability to work independently and as part of a team
Proficiency in MS Office (Word, Excel, Outlook) and document management software
Excellent verbal and written communication skills
Benefits
Health
Dental
401K
Full suite of benefits
Company
Stronghouse
At Stronghouse, we’re redefining what homeowners can expect from exterior remodeling and storm restoration. Our name represents more than strength.
Founded in 2021
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
M
Mike Hilcove
SVP, Head of M&A
Recent News
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