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Customer Care Lead at MI Windows and Doors

MI Windows and Doors Phoenix, AZ
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Job Description

Job Description

Customer Care Lead in Phoenix, AZ.

Monday - Friday, 7:00 to 4:00
Compensation Range $ - $ per hour

The Customer Care Lead plays a critical role in ensuring a seamless customer experience by leading a team of customer service representatives, resolving escalated issues, and collaborating cross-functionally to drive continuous improvement.

MITER Brands, which includes Milgard, MI Windows & Doors, and PGT Innovations, is a leader in the window and door manufacturing industry, known for high-quality vinyl windows and patio doors.

Responsibilities

  • Lead and support the Customer Care team in daily operations, coaching, and performance management.
  • Serve as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.
  • Monitor service metrics and KPIs to identify trends and opportunities for improvement.
  • Collaborate with manufacturing, logistics, and sales teams to resolve customer concerns and improve processes.
  • Develop and implement best practices to enhance customer satisfaction and team efficiency.
  • Train new team members and support ongoing development initiatives.
  • Maintain accurate records of customer interactions and resolutions

    • Qualifications

  • 3+ years of experience in customer service, preferably in manufacturing or construction-related industries.
  • Previous leadership or supervisory experience strongly preferred.
  • Excellent communication, problem-solving, and organizational skills.
  • Proficiency in CRM systems and Microsoft Office Suite.
  • Ability to thrive in a fast-paced, team-oriented environment.
  • High school diploma or equivalent required; associate or bachelor's degree preferred.

    • What We Offer

    Our benefits package includes coverage of your health, wealth, and wellness for you and your eligible spouse/dependents. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. Below is a list of benefits you will enjoy while working with our company.

    - Three comprehensive Medical plan options

  • Prescription

  • Dental

  • Vision

    • - Company Paid Life Insurance

    - Voluntary Life Insurance

    - Supplemental Hospital Indemnity, Critical Illness, and Accident Insurance

    - Company-paid Short-Term Disability

    - Company-paid Long-Term Disability

    - Paid time off (PTO) and paid Holidays

    - 401k retirement plan with company match

    - Employee Assistance Program

    - Teladoc

    - Legal Insurance

    - Identity Theft Protection

    - Pet Insurance

    - Team Member Discount Program

    - Tuition Reimbursement

    - Yearly Wellness Clinic

    MITER Brands, also known as MI Windows and Doors, Milgard and PGT Industries are an equal-opportunity employer. The company does not discriminate based on religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information, or any other applicable legally protected category.

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