Customer Service Manager

The Big Task

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.

• 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.
• Formalize a coaching and training platform that’s cost effective and measurable.
• 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

• 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!

We invest in the whole you — your health, your family, and your future. Employees enjoy 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. We protect your financial wellbeing with 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.

Planning for retirement is easy with our 401(k) plan, where we match 50% of your contributions up to the first 6%. Beyond the basics, you’ll have access to supplemental health plans including Accident, Critical Illness, and Hospital Indemnity Insurance, plus disability resource services, travel and beneficiary support services, pet health insurance, and Perk Spot — an exclusive employee discount program.