Customer Service Manager

About the role

You will lead a staff of Customer Services Reps and Dispatchers who book and schedule service calls and do whatever is necessary to achieve department booked call and sales goals.

Responsibilities

• Lead and train staff on the best ways to convert calls into booked service appointments.
• Become an expert of your market, know the customer needs and how best to engage them.
• Monitor performance of staff, review recorded calls and advise them on how to promote sales.
• Show employees how their individual contributions matter to the company’s success.
• Ensure sufficient staffing to match the business demand and seasonal spikes.
• Manage dispatch to ensure the right technicians are matched to every job.
• Handle Customer resolutions to ensure quality customer service and experience.

Requirements

• Possess the ability to inspire both personal and professional growth in our team members.
• Professional personality.
• Proficient in conflict resolution.
• Ability to provide unparalleled customer satisfaction.
• Ability to drive team performance to achieve all business goals and objectives.
• Be detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment.
• Be proficient using a computer, Google Suite (Google Sheets, Docs) and Microsoft Office applications (Excel, Word & PowerPoint).
• Service Titan knowledge is a plus!

Qualifications

Competitive pay – Base pay + Annual Bonus
Work life balance
Your a self starter
We invest in the whole you — your health, your family, and your future.

Benefits

• Comprehensive medical coverage through Cigna with four plan options to fit every need and budget, including an HSA-eligible high-deductible plan and an FSA alongside dental and vision benefits with low weekly premiums.
• Company-paid Basic Life and AD&D insurance, Basic Long-Term Disability at no cost to you, and optional Voluntary Short-Term Disability and additional life coverage.
• Easy access to a 401(k) plan where we match 50% of your contributions up to the first 6%.
• Supplemental health plans including Accident, Critical Illness, and Hospital Indemnity Insurance, plus disability resource services, travel and beneficiary support services, pet health insurance, and PerkSpot — an exclusive employee discount program.

Schedule

Not specified

Pay

Not specified