Customer Care Manager

Description

At DBS Residential Solutions, we don’t just improve homes—we transform lives. As a regional leader in basement finishing, foundation repair, waterproofing, insulation, and concrete repair, our purpose is clear: to create healthy, safe, and comfortable homes for every family. As our Customer Care Manager, you will lead a high-performing team that redefines the customer experience through empathy, process, and precision.

If you’re passionate about developing people, solving problems, and creating systems that set teams and customers up for success, this is the role for you.

Why Join DBS?

• A trusting, respectful, and fun culture where people come first
• The best tools, training, and leadership to help you thrive
• Competitive compensation and benefits (health, dental, vision, 401(k), short-term disability)
• Real opportunities for growth, development, and impact
• A purpose-driven team you can be proud of

What You’ll Do

• Lead by example, embodying DBS’s purpose, mission, and values in every interaction
• Help to hire, train, and retain top-tier representatives for the Customer Care team
• Provide day-to-day leadership for ACRs and Logistics Specialists, offering in-the-moment coaching, team roleplay, and regular one-on-ones
• Foster a “one team” culture across Sales, Service, and Production to ensure a seamless customer journey
• Set and exceed key performance metrics, including appointment setting, project scheduling (105%+ goal), booked conversion rates, and customer satisfaction
• De-escalate concerns with confidence and empathy, turning challenges into “WOW” moments
• Audit schedules, update CRM/customer databases, and ensure operational excellence
• Partner across departments to identify roadblocks and build streamlined solutions
• Step in and support team operations when needed—no task is too small when it comes to creating remarkable customer experiences

What You Bring

• 3+ years of management experience, ideally in scheduling, call centers, or high-volume customer care
• A calm, empathetic approach to customer escalations and team leadership
• Strong scheduling and de-escalation skills
• Familiarity with customer service best practices and a working knowledge of the Working Genius framework (or a willingness to learn)
• Clear, effective communication—both written and verbal
• A hands-on, problem-solving mindset and attention to detail
• The willingness to pick up the phone, collaborate across teams, and be a visible, trusted leader
• Passion for training, coaching, and professional development

What We Offer

• Base salary with performance incentives
• Full benefits: medical, dental, vision, 401(k) match, short-term disability
• Paid training and continued learning opportunities
• A high-performing, values-driven team
• The chance to truly make a difference in the lives of homeowners and your team
  

Our Vision, Mission & Values

• Vision: A world where every family lives in a healthy, safe, and comfortable home!
• Mission: Creating lasting "WOW" relationships with employees and customers, while providing permanent home performance solutions!
• Values: Positive, Teamwork & Humble

Are You Ready to Redefine Customer Experience at DBS?

If you take pride in delivering exceptional service, love leading people, and are excited to be part of something bigger—we want to hear from you. Join DBS, where our mission is to create lasting “WOW” relationships through permanent home performance solutions.

DBS is an Equal Opportunity Employer. We encourage women, veterans, and minorities to apply.

Learn more at www.DBSrepair.com and start your next chapter with us today.