Customer Solutions Manager

Flo Hawks offers residential, industrial, and commercial customers in the Puget Sound one-stop shopping for a diverse range of sanitary services, including: septic, plumbing, and drain cleaning. Flo Hawks has earned a reputation over the years, both regionally and nationally (even internationally) as a premier provider of services in its industry. This is made possible by Flo Hawks' dedicated professionals, who work passionately 24/7 to provide their customers with innovative solutions, services, and products.

Hours - Monday thru Friday from 7am to 4pm

Position Overview:

The Customer Solutions Manager is responsible for the leadership, development, and performance of assigned Customer Solutions and Office Support teams and functions within a Site & Facility Services branch office. This position provides direct leadership to multiple branch support functions, which may include Customer Operations Specialists (COS), administrative support, billing and finance support, and other assigned office-based positions. The primary focus is to ensure an exceptional customer experience while creating organizational and process efficiencies across the branch.

The position provides leadership and oversight of customer communications, scheduling and dispatch, administrative processes, Accounts Payable/Accounts Receivable support, billing coordination, and other critical office functions. The Customer Solutions Manager serves as a key connection point between Customer Operations, Field Operations, Sales, Finance, and Branch Leadership.

Essential Functions

• Provide direct leadership, supervision, coaching, training, and development to assigned Customer Solutions and Office Support employees.
• Lead multiple positions and functional responsibilities within the branch, including the Customer Operations Specialist function and other assigned administrative and operational-support positions.
• Establish clear individual and team expectations aligned with customer, operational, financial, and business objectives.
• Conduct regular performance evaluations and provide ongoing feedback, coaching, and development.
• Identify employee development opportunities and establish appropriate cross-training to provide adequate coverage for critical branch responsibilities.
• Interview, select, onboard, and train new team members.
• Create a culture of accountability, teamwork, communication, continuous improvement, and exceptional customer service.
• Provide leadership and oversight of the Customer Operations Specialist (COS) function and ensure customer calls and requests are handled professionally, accurately, and timely.
• Establish expectations for call handling, customer communication, job creation, scheduling, dispatch, and customer follow-up.
• Monitor customer-service and operational performance metrics and implement improvements when necessary.
• Ensure appropriate escalation and resolution of customer concerns.
• Provide leadership and oversight of branch scheduling and dispatch processes.
• Maintain awareness of daily field operations, technician availability, equipment availability, route capacity, geography, customer priorities, and service commitments.
• Work closely with Field Supervisors and Operations Leadership to maximize technician productivity and effective utilization of branch resources.
• Ensure scheduling and dispatch decisions balance customer expectations with operational capacity and business priorities.
• Identify capacity constraints and operational issues early and coordinate solutions with appropriate branch leadership.
• Ensure effective communication between office and field personnel.
• Provide leadership and oversight of assigned branch-level Accounts Receivable and Accounts Payable functions and responsibilities.
• Ensure required billing documentation is complete and completed work progresses through the invoicing process accurately and timely.
• Monitor and assist with customer account issues, invoice discrepancies, purchase-order requirements, third-party billing requirements, payment processing, deposits, and other assigned AR responsibilities.
• Coordinate vendor invoice processing, purchase-order documentation, invoice research, and other assigned AP responsibilities.
• Partner with corporate Finance, AP, and AR teams to ensure issues are identified, communicated, and resolved timely.
• Maintain appropriate controls, documentation, and accountability for financial and administrative processes assigned to the branch.
• Identify process breakdowns that could negatively impact…