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 atwww.DBSrepair.com and start your next chapter with us today.
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