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Support Services Manager

2 weeks ago

London, Canada Lin's Roofing Inc. Full time

**Support Services Manager**
Lin’s Roofing Inc. | London, ON

**About Lin’s Roofing Inc.**:
Since 2010, Lin’s Roofing has proudly serviced thousands of satisfied families and businesses in London, Toronto, and surrounding areas. We provide various roofing services, including installing, replacing, and repairing commercial flat roofs, residential sloping roofs, eavestroughs, skylights, and leaf guards. In addition, we are the proud roofing partner of several prominent homebuilders and developers with large-scale building projects, such as Carnaby Homes, Foxwood Building Corporation, Skyline Homes, Willowbridge Homes and First General. Impeccable quality is always the reason why our customers choose us.

**Position Details**:
As our company grows, Lin’s Roofing Inc. seeks an experienced Support Services Manager to oversee our project support and client service departments. Through efficient management of these departments, the Support Services Manager will play an integral role in raising client satisfaction and contribute to our overall project operational efficiency. Because most of our largest commercial clients are Chinese-Canadian real estate developers, the ideal Support Services Manager should have extensive experience dealing with this client segment.

The Support Services Manager’s role will work out of our office at 793 Zaifman Circle, London, ON N5X 0M9. This is a permanent full-time position of 35 hours of work per week, with an offered salary of between $47-$52 per hour.

**Responsibilities**:

- Direct the project support and customer service department and integrate or restructure the departments as needed for greater operational efficiency.
- Monitor customer service metrics and KPIs to ensure high customer satisfaction and repeat business levels.
- Build meaningful relationships with commercial clients during and after projects, including initial client onboarding, managing client expectations during the roofing project, obtaining client feedback, after-sales support, and ongoing relationship maintenance.
- Provide administrative and organizational support to project managers and project teams to ensure the successful delivery of projects.
- Collaborate with the sales and construction departments to identify and resolve customer issues and project progress bottlenecks.
- Develop and implement policies and standards to streamline client service processes, improve satisfaction, and optimize relationship maintenance with our commercial clients, builders, and vendors.
- Assist in the planning and execution of project plans, including scheduling, resource allocation, and budget tracking.
- Manage project documentation and ensure it is up-to-date and accessible.
- Ensure all client inquiries, issues, and complaints are handled promptly and effectively, advocate for clients and share feedback on how Lin’s Roofing Inc. can better serve them.
- Stay in the loop for all roofing projects to prepare project status reports and communicate updates to stakeholders and customers.
- Manage service representatives and conduct office hiring, training, coaching, and performance management.

**Requirements**:

- Education:_
- Completion of a college diploma or higher in business administration or a related administrative services field.
- Experience:_
- At least five years of experience in project management and customer service management with a focus on records management, inventory control, budgeting, and team performance management.
- At least five years of experience in the roofing, construction, or project-based custom manufacturing industries.
- Familiarity with the project and customer relationship management cycle, including initial customer acquisition, project management, customer service, after-sales support, and ongoing customer relationship management and retention.
- Knowledgeable in developing and implementing customer service policies and procedures to enhance customer satisfaction.
- In-depth understanding of customer service management for Chinese-Canadian builders and real estate developers.
- Ability to coordinate multiple ongoing projects with both internal and external stakeholders.
- Skills:_
- Excellent communication skills with customers, project teams, and other relevant stakeholders.
- Fluency in written and spoken Mandarin is an asset but not a requirement.
- Proficiency in Microsoft Office.

Thank you for being interested in Lin’s Roofing Inc.

**Job Types**: Full-time, Permanent

**Salary**: $47.00-$52.00 per hour

Schedule:

- Monday to Friday

Supplemental pay types:

- Overtime pay

Work Location: In person