Appointment Center - Customer Care Manager

Are you ready to take your career to the next level with a company that values integrity, hard work, and the well-being of its employees? At Woodford Bros., Inc., we have been a trusted partner for residential homeowners and commercial businesses in New York for over 60 years. Our mission is to redefine the construction industry by delivering remarkable experiences and proven solutions that bring peace of mind to our customers.

We believe that exceptional service starts with a dedicated team. Our employees are our greatest asset, and we are committed to creating a supportive environment that nurtures your growth. We offer the perfect blend of work-life balance and opportunities for advancement, allowing you to thrive in your career while receiving the recognition you deserve.

Are you a natural leader who knows that every customer call matters? We are currently seeking a Customer Care Manager to lead the team at the center of our customer experience. You’ll lead our Customer Care Representatives, Receptionist, Service and Production Coordinators, and Inside Sales Specialists, making sure every lead is followed up, every appointment is booked efficiently, and our service and installation schedules stay full.

You’ll coach your team through call monitoring and regular feedback, track and improve key performance numbers, resolve customer escalations, and work closely with Sales, Marketing, Production, and Service. As a member of our team, you’ll also help shape the direction of the company. This is a full-time position with regular office hours.

• Competitive hourly pay of $29 – $34 per hour
• A quarterly performance bonus, with $10,000+ in annual earning potential at goal (bonus eligibility begins January 1, 2027)
• A seat on our Leadership Team, where your voice helps shape the company’s future
• A supportive work environment with opportunities for career advancement
• Industry training, conventions, and events to keep growing as a leader
• Benefits to include: health insurance, dental, vision, retirement, life insurance, paid holidays, paid sick time, incentive bonuses/rewards, annual clothing allowance, team-building activities, culture events, and training opportunities for professional growth.

• Experience in customer service and/or call center management
• Proven ability to lead, coach, and develop a team, and to hold people accountable to clear expectations
• Strong analytical and problem-solving skills, with comfort tracking KPIs and turning data into action plans
• Experience scheduling or coordinating field service or production crews is a plus
• Proficiency with computers and customer support software
• Excellent communication and interpersonal skills, with the ability to speak, read, and write in English
• A competitive, goal-driven mindset with a sense of urgency and a passion for remarkable customer experiences
• High school diploma or GED required; bachelor’s degree in business administration or a related field preferred
• Willingness to travel 2–4 times per year for trainings, conventions, and events
• Valid driver’s license, safe driving record, and timely, reliable attendance