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 effec…