Customer Care Lead

Position Overview

The Customer Care Lead in Phoenix, AZ plays a critical role in ensuring a seamless customer experience. You will lead a team of customer service representatives, resolve escalated issues, and collaborate cross-functionally to drive continuous improvement. Work hours are Monday – Friday, 7:00 a.m. to 4:00 p.m. Compensation Range: $25.00 – $30.00 per hour.

At MITER Brands – which includes Milgard, MI Windows & Doors, and PGT Innovations – we are renowned for high-quality vinyl windows and patio doors in the manufacturing industry.

Key Responsibilities

• Lead and support the Customer Care team in daily operations, coaching, and performance management.
• Serve as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.
• Monitor service metrics and KPIs to identify trends and opportunities for improvement.
• Collaborate with manufacturing, logistics, and sales teams to resolve customer concerns and improve processes.
• Develop and implement best practices to enhance customer satisfaction and team efficiency.
• Train new team members and support ongoing development initiatives.
• Maintain accurate records of customer interactions and resolutions.

Required Qualifications

• 3+ years of experience in customer service, preferably in manufacturing or construction-related industries.
• Previous leadership or supervisory experience strongly preferred.
• Excellent communication, problem-solving, and organizational skills.
• Proficiency in CRM systems and Microsoft Office Suite.
• Ability to thrive in a fast-paced, team-oriented environment.
• High school diploma or equivalent required; associate or bachelor’s degree preferred.

Benefits & Perks

Our benefits package covers your health, wealth, and wellness for you and your eligible spouse/dependents. We offer a competitive salary and benefits package including a 401k with company match and generous paid time off.

• Three comprehensive Medical plan options
• Prescription coverage
• Dental and Vision
• Company Paid Life Insurance & Voluntary Life Insurance
• Supplemental Hospital Indemnity, Critical Illness, and Accident Insurance
• Company-paid Short-Term and Long-Term Disability
• Paid time off (PTO) and paid Holidays
• 401k retirement plan with company match
• Employee Assistance Program and Teladoc
• Legal Insurance, Identity Theft Protection, and Pet Insurance
• Team Member Discount Program
• Tuition Reimbursement
• Yearly Wellness Clinic