Customer Service & Operations Manager
About the role
About Us
Sivan Windows & Doors is one of California’s fastest-growing window and door companies, serving homeowners, contractors, developers, and luxury residential projects throughout the state.
We are seeking a highly organized, proactive, and customer-focused Service Department Manager to oversee our service operations and ensure an exceptional customer experience after installation.
ResponsibilitiesService Management
Receive and manage service requests from homeowners, contractors, and developers.
Open, track, and oversee service cases from start to finish.
Maintain accurate records and documentation for all service activities.
Provide professional and timely communication with customers.
Warranty Administration
Review installation records and determine warranty eligibility.
Coordinate manufacturer warranty claims and follow-ups.
Work directly with vendors and manufacturers to resolve service issues.
Schedule and manage manufacturer service visits when required.
Estimates & Billing
Prepare and manage service estimates.
Coordinate with the Accounting Department regarding invoices and payments.
Monitor outstanding balances and ensure proper follow-up.
Obtain customer approvals before scheduling service work.
Vendor & Parts Coordination
Order replacement parts from manufacturers and suppliers.
Track deliveries and estimated arrival dates (ETA).
Coordinate with internal departments to ensure timely completion of service requests.
Maintain strong relationships with vendors and manufacturers.
Scheduling & Technician Coordination
Schedule service appointments and technician visits.
Manage technician calendars and daily workload.
Monitor service progress and ensure timely completion.
Resolve field-related issues and customer concerns.
Administrative & Operational Duties
Maintain service logs and customer files.
Update service statuses and internal reports.
Monitor open service cases and ensure timely closure.
Generate weekly service performance reports.
QualificationsRequired
Minimum 2 years of experience in customer service, service coordination, dispatching, office management, or operations.
Strong organizational and time-management skills.
Ability to handle multiple tasks and priorities simultaneously.
Excellent verbal and written communication skills.
Strong computer skills, including Microsoft Office and Google Workspace.
Professional, positive, and customer-oriented attitude.
Preferred
Experience in construction, remodeling, windows and doors, HVAC, roofing, plumbing, solar, or other home improvement industries.
Experience coordinating field technicians and service schedules.
Experience working with vendors, suppliers, and manufacturers.
Experience handling warranty claims and service-related documentation.
Work Location: In person
Questions about this role
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