Customer Service Manager
Apex Service Partners is looking to add a Customer Service Manager to the team. We are seeking a seasoned Customer Service Manager that has leadership qualities and organizational skills to enhance our brand presence and drive business growth. We are looking for an individual that has been apart of the scale of growth in the call center environment.
Salary : $110,000-$140,000 with salary and bonus potential
Schedule : Can change as business needs and seasonal growth occur. Must be willing to work some nights / weekends / overtime.
Benefits :
- Year-round vacation opportunities
- 100% Medical, Dental, & Vision Insurances provided at no cost to the employee. Family plans available as well.
- 401(k) with company match up to 4%
- Basic & Optional Life Insurance
- Paid time off & Holidays.
Responsibilities :
Demonstrates our core values every single day : Service, Teamwork, Integrity, and QualityStrives for nothing below a 5-star customer experience with every interactionContinuously improves Customer Excellence department procedures & protocolsDevelops curriculum and trains new hires as well as existing CSRs / Dispatchers to ensure consistent and accurate standards of operation are metMonitors the quality of staff interactions to ensure excellent customer serviceUtilizes appropriate training resources to support and continually develop staff skillsProvides additional training to staff that need further supportHolds staff accountable for engaging with customers in a courteous and helpful mannerEnsures Dispatch Board & Technicians' schedules are optimized on a daily basisKeeps up with service and product information and updatesProvides timely feedback to management regarding service failures and / or client concernsAnswers customers' calls and inquiries via company's social media accounts and other web servicesHandles any escalated customer complaints in a professional manner and provides resolutionsDemonstrates positive and cooperative behavior with customers and coworkersMaintains required documentation and records to meet best practicesMaintains strict confidentiality of company data and other employment informationMaintains confidentially on all private, sensitive, and proprietary business issues and concernsPerforms other related tasks, duties and responsibilities as assigned by managerThe company reserves the right to add or change duties as neededQualifications :
A minimum of three (3+) years of call center supervisory / management experience required; call center experience in HVAC and / or Plumbing industry desired, but not mandatoryFriendly, Enthusiastic and Engaging personality that blends well with a fast-paced, goal-driven environmentPositive team-player that works well with others and demonstrates good camaraderie skillsAbility to build relationships with a wide variety of internal and external contactsExcellent written and verbal communication skillsMust have great attention to detail and organizational skills with the ability to manage multiple tasks and multiple deadlinesAbility to cope with pressure and rapidly changing prioritiesAbility to remain calm, patient and professional when dealing with difficult customers / situationsAbility to achieve targets and goalsAbility to recognize when staff needs additional training and / or assistanceMicrosoft Office proficiency / technologically savvyFamiliarity with Service Titan software a big plusMust be able to pass background check and drug screenMust be authorized to work in the United StatesPay Transparency :
The annual pay opportunity for this role ranges from $110K-$140K with salary and bonus potential. The actual pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Other rewards may include incentive plan opportunities and annual bonus eligibility.
We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate's salary history will not be used in compensation decisions. Please note that the compensation information is a good faith estimate for this position. It assumes a rate based on location and experience.
Apex Service Partners is an Equal Opportunity Employer. We provide equal employment opportunities to everyone regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted.
