Customer Service Manager

Duties/Responsibilities

• Ensuring efficient call handling to maximize productivity while maintaining service quality.
• Minimizing the need for customers to call back by resolving their issues in the first interaction.
• Maintaining customer satisfaction through regular measurement of service delivery effectiveness.
• Tracking the percentage of calls resulting in sales or desired outcomes to maximize the value generated from each interaction.
• Maintaining low abandonment rates by monitoring the percentage of callers who hang up before reaching an agent.
• Promoting additional products or services during calls to increase sales opportunities.
• Evaluating individual agent performance based on metrics such as call quality, adherence to scripts, and sales effectiveness.

Qualifications

• Seasoned leader with a proven track record of success in leading teams and driving operational excellence.
• Prior experience in fast-paced, high-volume Dispatching, Call Center, and/or Customer Service environments.
• Home Services experience highly preferred.
• ServiceTitan Experience highly preferred.
• Passionate About People: Individuals who genuinely care about making a positive impact on the lives of others.
• Hungry to WIN!: Ambitious individuals who are driven to achieve excellence and surpass.
• Collaborative: We believe in teamwork and recognize that success is a collective effort.
• Positive Team Player: Someone who brings positivity and enthusiasm to the workplace, uplifting those around them.
• Takes Initiative: Proactive individuals who are not afraid to take charge and drive initiatives forward.
• Process Oriented: Detail-oriented individuals who excel at creating and optimizing processes for maximum efficiency.
• KPI/Metric Driven: Those who are results-focused and thrive in an environment driven by key performance indicators and metrics.

What We Offer!

• Industry Leading Benefits Package including Medical, Dental, Vision coverage.
• Employee Discounts.
• Career growth opportunity.
• Paid holidays, PTO, and sick pay available based on position and tenure.
• 401(k) retirement plan.