Manager

Bath Concepts Independent Dealers is hiring a full-time Manager in Stockton, California to lead customer service operations and team performance across our acrylic bath and shower solutions business. In this hands-on leadership role, you'll oversee a customer-facing team while driving quality interactions that support our reputation for craftsmanship and accessibility-focused design.

About the Role

The Manager serves as the operational and people leader for our customer service department. You'll manage daily call center activities, supervise customer service representatives, and ensure every interaction reflects Bath Concepts Independent Dealers' commitment to quality and customer care. This position reports directly to management and is essential to maintaining service standards for homeowners, commercial clients, and customers seeking accessibility solutions.

What You'll Do

• Supervise, coach, and develop customer service representatives to meet quality and performance benchmarks
• Monitor and improve call handling quality, customer satisfaction scores, and first-contact resolution rates
• Create and manage staff schedules, ensuring adequate coverage during business hours
• Track key performance indicators including call volume, average handle time, and customer feedback metrics
• Train new team members on products, systems, and company service standards
• Handle escalated customer concerns and complex service inquiries
• Collaborate with sales, product, and operations teams to address customer needs and feedback
• Prepare reports on call center performance and recommend process improvements

What We're Looking For

• 2+ years of call center or customer service management experience
• Demonstrated ability to lead, motivate, and develop front-line teams
• Strong communication and interpersonal skills
• Experience using call center software, CRM platforms, and performance reporting tools
• Problem-solving mindset with focus on customer satisfaction
• Ability to manage competing priorities in a fast-paced environment
• High school diploma or equivalent (college degree preferred)

About Bath Concepts Independent Dealers

Bath Concepts Independent Dealers manufactures premium acrylic bath and shower solutions designed for durability, style, and ease of maintenance. We serve homeowners, commercial properties, and customers with specific accessibility requirements, building lasting relationships through product quality and attentive service. Our team-oriented culture values craftsmanship and customer-first thinking.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.