Description

This is a full-time, direct placement role at Crystal Heating and Cooling.

Our company is seeking a Customer Service Manager to manage the service operations of the company. This includes overseeing the daily dispatching, customer relations, reviewing all billing and warranty claims, interaction with the other managers in respect to the field process and procedures to ensure their profit potential. The Customer-Service Manager is expected to handle the back office aspects of the service department through weekly and monthly reporting and to ensure its continued profitability and growth.

Responsibilities:

• Responsible for the profitability of the service department
• Supervises the Service Dispatcher(s), with the exception of call placement
• Monitor open orders
• Approve all daily timecards daily.
• Plan for seasonal fluctuations in the business by making sure maintenance contracts are offered to all customers and meeting In-House contract sales goals.
• Coordination and implementation of service marketing calendar.
• Customer service.
• Approval of Service Technician commissions.
• Set staffing (internal) training schedule
• Performance reviews and increases
• Assist with collections.
• Responsible for determining and setting service inventory policies and pricing.
• Securing work for the service department, revenue generation.
• Technician profitability reporting.
• Weekly meeting, review areas of concern & reports with Technician Manager 
• Set ride schedule with Field Supervisor & Technicians
• Other duties as assigned

Success Factors:

• Ability to adhere to all company policies and procedures.
• Client Satisfaction level
• Ability to observe and account for day-to-day operations.
• Ability to work well under pressure, meeting multiple and sometimes conflicting deadlines.
• Ability to demonstrate cooperative behavior with colleagues and supervisors. 
• Ability to keep a well-organized and clean work environment.

Requirements

Performance Standards:

• Demonstrated ability to work independently and without direct supervision 
• Profitability of the service department.
• Customer compliments or complaints.
• Lessen the curve to which seasonal fluctuations in revenue are limited.
• Timely resolve of customer disputes.
• Growth of the service department.
• Timeliness of billing to accounting.

If you are an experienced and motivated Customer Service Manager with a passion for delivering high-quality services, we encourage you to apply for this exciting opportunity.