About Home Carpet One

We're a third-generation family-owned flooring, kitchen, and bath retailer with a rich history in Chicago, dedicated to providing both our customers and employees with exceptional experiences. We are a fun, dynamic place to work and looking to grow our team! Our team is diverse personally and professionally, with people coming from many different professions (design, strategy consulting, law).

About the role

We are seeking a dedicated Customer Care Manager to lead our customer care team, ensuring exceptional service throughout the customer journey. This role serves as the primary point of contact for customers after order placement, manages customer feedback, and drives continuous improvement in our customer experience processes.

What you'll do

Order Support & Tracking

• Proactively communicate with customers via email after order placement, serving as their main point of contact
• Track non-delivered orders and provide timely updates about changes in timing
• Verify material has been ordered for all paid orders and escalate issues to sales associates

After-Sale Follow Up and Support

• Conduct follow-up with customers after order pickup, delivery, or installation
• Share product care information and warranty details
• Request reviews, feedback, and project photos
• Ensure final balance payments are completed
• Quarterback complaint management, resolving issues within scope and collaborating with other teams when necessary
• Maintain resolution guidelines for common complaints and de-escalation strategies
• Own the full Podium and Google review process

Customer Feedback Collection & Analysis

• Manage end-to-end feedback collection via Delighted
• Analyze customer feedback to identify key themes and improvement opportunities
• Escalate urgent issues to appropriate team members

Team Leadership & Development

• Own hiring, resourcing, and performance management process for the customer care team (full-time
• Develop standard operating procedures for all customer care processes
• Train and coach customer care team members
• Provide regular feedback and create training opportunities
• Collect and share cross-functional feedback about team performance

Strategic Initiatives

• Partner with management team on customer resource creation and updates
• Identify and implement new responsibilities to enhance customer satisfaction

Qualifications

• Problem-solving aptitude
• Strong customer-first orientation with high empathy
• Excellent responsiveness
• Ability to effectively prioritize multiple tasks
• Superior verbal and written communication skills