Assistant Manager - Customer Solutions

Position Title: Assistant Manager – Customer Solutions Department: Customer Solutions Location: Remote Schedule: M-F 9 AM - 6 PM ET Reports To: Customer Solutions Manager Installation Made Easy (“IME”) provides software and process management that enable retailers and contractors to offer installed home improvements to homeowners in a convenient, consistent, and affordable manner. IME senior management has over 100 years of retail management and home improvement industry experience. The Assistant Manager – Customer Solutions supports the day-to-day operations of the Customer Solutions Department and assists the Customer Solutions Manager in delivering a consistent, responsive, and high-quality experience for homeowners, retail partners, manufacturers, and service providers. This is a hands-on leadership role responsible for supporting and coaching Customer Solutions Representatives, monitoring daily workflows and service levels, assisting with escalated customer concerns, and ensuring established processes and standards are consistently followed. The Assistant Manager will serve as a key resource for the team and provide operational leadership when the Customer Solutions Manager is unavailable. The position works closely with departments including Field Operations, Accounting, Call Center Operations, and other internal teams to resolve customer and provider issues efficiently. The Assistant Manager will also support the use and continuous improvement of IME’s proprietary customer solutions software and contact center technology. The ideal candidate is a dependable, solutions-oriented leader who demonstrates sound judgment and remains composed when managing complex or escalated customer situations. They are comfortable coaching others, holding team members accountable, identifying opportunities for improvement, and taking ownership of issues through resolution. The successful candidate will be self-motivated and capable of working independently while remaining highly engaged and responsive in a fast-paced remote environment.

Essential Functions:

• Support the Customer Solutions Manager with the day-to-day operations of the Customer Solutions Department, including workflow management, staffing coverage, service levels, and team priorities.
• Provide daily leadership, guidance, coaching, and support to Customer Solutions Representatives.
• Assist with training and onboarding Customer Solutions Representatives on department processes, systems, customer interactions, and service expectations.
• Monitor individual and team performance and provide timely coaching and feedback to improve quality, productivity, and customer satisfaction.
• Take an active role in escalated and complex customer issues, working with customers, providers, retail partners, and internal teams to reach appropriate and satisfactory resolutions.
• Serve as an escalation point and resource for Customer Solutions Representatives who require assistance resolving customer or provider concerns.
• Help ensure customer interactions and resolutions consistently protect and support IME’s and its retail partners’ brand reputation.
• Provide feedback to Field Operations and other appropriate departments regarding provider performance and recurring service issues.
• Develop a strong working knowledge of the customer solutions module within IME’s proprietary software and assist team members with system and process questions.
• Ensure customer records, case documentation, and related information are complete, accurate, professional, and maintained in accordance with company procedures.
• Provide operational coverage and leadership for the Customer Solutions Department when the Customer Solutions Manager is unavailable.
• Promote a culture of accountability, ownership, professionalism, collaboration, and customer-focused problem solving.
• Any other responsibilities as assigned.

Minimum Qualifications:

• 3+ years of experience in customer service, customer solutions, contact center operations, or a related customer-facing environment.
• 1+ years of experience in a lead, supervisory, coaching, or team leadership capacity.
• Demonstrated experience resolving complex or escalated customer concerns.
• Strong customer service and problem-solving skills with the ability to balance customer needs, company policies, partner relationships, and business requirements.
• Excellent active listening skills with the ability to ask effective probing questions, understand customer concerns, overcome objections, and identify appropriate solutions.
• Strong written and verbal communication skills.
• Ability to coach, motivate, and provide constructive feedback to team members.
• Sound judgment and the ability to make timely, results-oriented decisions in a fast-paced environment.
• Strong organizational skills with the ability to manage multiple priorities while maintaining attention to detail.
• Ability to work independently, take initiative, and maintain a high level of responsiveness and accountability in a remote work environment.
• Comfortable collaborating across departments and communicating with individuals at multiple levels of an organization.
• Computer proficiency, including familiarity with Microsoft Office applications and the ability to quickly learn proprietary software and contact center platforms.

Preferred Qualifications:

• 2+ years of supervisory, team lead, or people management experience.
• Experience working in a contact center or high-volume customer support environment.
• Experience with Five9 or similar contact center software.
• Experience supporting home improvement, retail, installation services, contractors, or service-provider networks.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

Benefits to working with IME:

• 100% remote work environment
• Employer provided equipment.
• Medical, dental, and vision insurance
• Health savings plan includes employer contribution to health savings account.
• Medical and dental flexible spending accounts
• Company paid basic life, short-term disability, and long-term disability insurance.
• 401K plan with employer match
• Company matches 100% of the first 4% of salary deferrals.
• All contributions, including employer contributions, are 100% vested immediately.
• Employee discount program for Electronics, Groceries, Travel, Entertainment, and more
• Employee assistance program
• Pay on demand.
• Critical illness, hospital indemnity, group accident, and legal insurance
• Paid time off.
• And more!

We are an Equal Opportunity and Drug-Free Workplace. The Job Description is not an exhaustive statement of all duties, responsibilities, or qualifications of the job, nor is it intended to limit opportunities for necessary modifications. The Job Description does not constitute an employment contract of any kind.