Customer Service Manager

We are a locally owned and growing plumbing company looking for a Customer Service Manager. As a Customer Service Manager, you are a key member in upholding our service philosophy to provide and oversee the department to make sure we are providing the highest level of customer service. You are responsible for overseeing and providing support to the Customer Service Representatives, Dispatchers, Service Technicians and Management Team.

If this position is for you, you are self-motivated, energetic, enjoy helping people. You are driven to provide the highest level of customer service, support and satisfaction and able to effectively manage a variety of situations on a day day-to-day basis.

In this position you will be responsible for overseeing the Customer Service Representatives and Dispatchers. You will be required to be able to perform all the necessary duties as well as ensure your staff is performing the duties proficiently and correctly. This role is vital in the success and profitability of the company.

Duties include but are not limited to:

• Receive incoming calls in a professional and courteous manner
• Prioritize and coordinate the scheduling of services
• Coordinate delays in the schedule with customers and service technicians
• Use customer development techniques to solicit work through phone, email, mail and personal customer contacts 
• Perform other duties as needed which may include cross-training in related positions
• Schedule technicians to jobs based on customer issue, tech specialty and geographic efficiencies.
• Enter customer data in the computer.
• Monitor technicians on GPS Software
• Answer a high volume of incoming calls
• Deliver call scripts with an authentic cadence; be clear, compelling and personable
• Respond to customer requests, resolving issues and promoting the brand
• Be professional and establish customer rapport, encouraging repeat business
• Must be able to show empathy in needed situations, Customer focus, Problem solving/analysis-, time management, and Communication.
• Time Off Manager and Schedule Maker
• Handling and Responding to Customer Feedback
• Monitoring and Tracking incoming calls and categorizing for marketing purposes
• Company Device and Technology Management (ipads, iphones, computers)
• Perform coaching and one on one meetings with staff
• Ordering various marketing and office supplies
• Train new hires on necessary duties
• Manage and oversee Customer Service Department
• Provide Support and work closely with the General Manager, Office Manager and Field Manager

Job Requirements

• Management or Supervisory role experience
• Inbound and outbound call taking experience is required
• Dispatching experience a plus 
• Reliability/Good Attendance
• Strong work ethic, activity level, initiative and integrity
• Positive attitude
• Must be able to work days, nights, and weekends when needed to cover shifts.
• Available on an as needed basis
• Think quickly and handle fast-paced situations.
• Be able to multi-task while completing the tasks at hand efficiently and correctly.
• Pay attention to detail
• Answer a multi-line phone system with a smile in your voice.
• Schedule appointments for our customers in our dispatching software.
• Knowledge of operating smart phones, tablets, computers and various Technology 
• Prioritizing and Time Management Skills

Benefits: 

• Medical/Dental/Vision after 60 days-100% Paid for employee/dependents
• 40 hours Paid Time Off after 90 days-Accrues with length of service (up to 3 weeks per year)
• IRA With Company Matching after 6 months
• Company provided iPhone
• Company provided laptop
• Costco Membership after 90 days

Base Annual Salary-$47,500. Not including, Monthly/Quarterly/Yearly Bonuses

We are actively interviewing for this position - Apply today and our hiring manager will follow up!