Customer Support Jobs in Virginia

Caldwell & Gregory

We are a premium service provider of commercial laundry services for academic and multifamily housing communities. We strive to build a sense of purpose and achievement in the work we do while staying true to our WHY; that people deserve a higher standard, and our mission is to create a tangible impact in the lives of both our team members and customers. If you are looking for a career that will challenge and engage you, and a company culture that values the importance of the family then Caldwell & Gregory is the company for you.

Customer Support Assistant Manager

As the Customer Support Manager, you are responsible for leading and developing the Customer Support team to deliver exceptional service experience while supporting the operational growth of the organization. You will oversee daily customer support operations, including inbound phone support, email communication, workforce planning, performance management, employee development, and customer satisfaction initiatives. You will take the lead on recruiting, hiring, onboarding, training, coaching and mentoring Customer Support Representatives while fostering a culture of accountability. Your role involves handling escalated issues, implementing process improvements, and collaborating with the Director of Customer Care and Field Support to achieve team goals and company objectives.

Key Job Responsibilities

Customer Interaction

• Oversee customer support interactions across phone, email and other communication channels, ensuring timely, professional, and effective resolution of customer inquiries.
• Manage escalated customer concerns by actively listening, identifying root causes, implementing appropriate resolutions, and ensuring a positive customer experience.
• Establish and maintain service standards that promote exceptional customer experiences and reinforce the organization’s commitment to service excellence.
• Analyze customer feedback and trends to identify opportunities for improvement and implement corrective actions.
• Lead initiatives that enhance customer satisfaction, increase efficiency, and support continuous improvement across the customer support department.

Customer Support Operations

• Lead, develop, and manage the Customer Support team, including recruitment, hiring, onboarding, training, scheduling, coaching, performance management, and employee development.
• Establish clear performance expectations and maintain accountability for individual and team performance through regular coaching, productivity reviews, and performance discussions.
• Own departmental KPI reporting and performance outcomes, including answer rate, service level agreement, call abandonment, call quality, email response times, and customer satisfaction.
• Own and achieve departmental service level goals, including maintaining greater than 80% of incoming calls answered within 20 seconds during operating hours (Monday through Friday, 7:00 am to 7:00 pm ET) while balancing productivity, and staffing efficiency.
• Monitor workforce demands, call volumes, and forecasting models to ensure appropriate staffing levels and operational efficiency while maintaining service goals.
• Leverage connected equipment monitoring dashboards to proactively identify machine issues, improve service responsiveness and ensure the health and reliability of install machines.
• Conduct regular one-on-one meetings, performance evaluations, career development discussions, and annual performance reviews for Customer Support Representatives.
• Develop and execute action plans to improve team performance, customer experience, operational efficiency, and service quality.
• Analyze support trends, call data, and operational metrics to identify opportunities for process improvements, and resource optimization.
• Manage and optimize phone system reporting, workforce management tolls, and departmental dashboards to provide actionable insights and support decision making.
• Foster a positive, collaborative, and accountable team environment that promotes employee engagement, professional growth, and high performance.
• Serve as the primary point of leadership and decision making for day-to-day Customer Support operations.
• Demonstrates a willingness to receive feedback and adjusts communication style accordingly.Leadership and Employee Development
• Develop and implement ongoing coaching and mentoring programs to improve employee performance, engagement, and career growth.
• Create individual development plans to strengthen team capabilities.
• Lead regular team meetings focused on performance results, customer experience, company initiatives and continuous improvement.

Training & Support

• Maintain staff training and competence standards by implementing ongoing education programs and providing and/or organizing additional training as needed.
• Assist in employee training and offer continuous support and mentorship.
• Technical training, assist with NAV tablet training for technicians when needed.

Reporting & Documentation

• Ensure regularly scheduled NAV reports are prepared for the operations, sales, service, and support departments as requested by the Director of Customer Care and Field Support or members of the leadership team. This includes but is not limited to answer rate, closing call reports.

Collaboration

• Work closely with other departments, such as Payment Technology, Account Services, Parts and Service, to address customer needs and feedback.
• Collaborate with the Director of Customer Care and Field Support to develop and implement long-term strategies for the support team.

Other Duties

• Perform other duties as assigned.

Experience

• Associates degree, bachelor’s degree or equivalent combination of education and experience.
• 5+ years of customer service, customer support or contact center experience.
• 2+ years of direct people management experience with responsibility for coaching, performance management, and employee development.
• Experience hiring, onboarding, and training employees.
• Experience utilizing service metrics and reporting to manage team performance.

Benefits & Perks

• Company provided vehicle and specialty tools
• Robust employer contribution to Medical, Dental, and Vision insurance
• Health Savings Account with Industry leading employer contribution
• Company Paid Life, Short-term, and Long-term Disability Insurance
• 401k with generous Company Match
• First stop health – free virtual visits and counseling unlimited
• Paid Time Off (PTO) & Holiday Pay
• Employee Discounts: Whirlpool, Gladiator, and much more!

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Customer service: 5 years (Required)

Ability to Commute:

• Manakin Sabot, VA 23103 (Required)

Work Location: In person