Client Relationship Manager

Job Description

Job Description

Staffing Inc is partnered with a client in Kentwood, MI who is actively looking to hire a qualified individual as an Client Relationship and Finance Manager. This key management role is responsible for overseeing all inbound customer communications and ensuring exceptional customer service across a variety of deck building companies.

Benefits:

• Excellent culture and work environment
• 30 day probationary period
• Competitive salary

Responsibilities:

• Train, coach, and develop phone team members on customer service best practices, call handling, and script adherence.
• Ensure accurate and efficient scheduling of free deck design appointments for our sales team (deck designers).
• Direct customers to the appropriate department or specialist if their inquiry is not related to scheduling an appointment.
• Handle escalated customer inquiries and resolve issues with a focus on customer satisfaction.
• Learn, implement and maintain new and cutting edge call management systems and processes.
• Guide homeowners through the initial stages of the deck design appointment process, setting clear expectations.
• Manage and provide oversight to the Finance Specialist responsible for assisting homeowners with deck financing options.
• Ensure the Finance Specialist is knowledgeable about available financing products, terms, and payment structures; works closely with Owners and Finance Director.
• Collaborate with the Finance Specialist to streamline the financing application process for homeowners.
• Track and report large volumes of sales appointments and sales figures, ensuring comprehensive and accurate documentation across weekly, monthly, and annual sales reports.
• Gather and organize sales data from various sources, cross-referencing information for consistency and identifying anomalies.
• Foster a positive and collaborative work environment for the phone, scheduling, and finance teams.
• Conduct regular team meetings, performance reviews, and provide constructive feedback.
• Track and report on key performance indicators (KPIs) related to call volume, appointment scheduling, customer satisfaction, financing approvals, lead management, and sales figures for all relevant entities.
• Identify trends and opportunities for improvement in customer service, operational efficiency, and financial outcomes.

Company Description

Staffing, Inc. is an Employee Stock Option Plan (ESOP), privately-held organization headquartered in Grand Rapids, Michigan. As an independent, 100% employee-owned company, our team takes a personal interest in your success, listens to your needs, and forms a comprehensive plan to attract, retain, and develop your people.

As an ESOP, Staffing Inc. believes that our employees are empowered to innovate, collaborate, and serve clients using better, smarter methods. According to national studies, ESOP companies have proven to be agile, efficient organizations with employee-owners who think about clients’ future as their own.

Becoming part of the Staffing Inc. team offers a unique opportunity for individuals up to the challenge. Built on shared core values of excellence, honesty, respect, open communication, empowerment, professional growth, and innovation, the unity of the Staffing Inc. culture shines through in everything we undertake.

Staffing Inc. team members are encouraged to continuously pursue personal growth opportunities and are allocated set hours to give back to community-related causes. Our Active AXIOS initiative supports participation in local fitness events and ensures that team members balance work responsibilities with personal health. Additionally, regular group outings and retreats foster collaboration and transparency.

Company Description

Staffing, Inc. is an Employee Stock Option Plan (ESOP), privately-held organization headquartered in Grand Rapids, Michigan. As an independent, 100% employee-owned company, our team takes a personal interest in your success, listens to your needs, and forms a comprehensive plan to attract, retain, and develop your people.\r\n\r\nAs an ESOP, Staffing Inc. believes that our employees are empowered to innovate, collaborate, and serve clients using better, smarter methods. According to national studies, ESOP companies have proven to be agile, efficient organizations with employee-owners who think about clients’ future as their own.\r\n\r\nBecoming part of the Staffing Inc. team offers a unique opportunity for individuals up to the challenge. Built on shared core values of excellence, honesty, respect, open communication, empowerment, professional growth, and innovation, the unity of the Staffing Inc. culture shines through in everything we undertake.\r\n\r\nStaffing Inc. team members are encouraged to continuously pursue personal growth opportunities and are allocated set hours to give back to community-related causes. Our Active AXIOS initiative supports participation in local fitness events and ensures that team members balance work responsibilities with personal health. Additionally, regular group outings and retreats foster collaboration and transparency.