As a Customer Service Manager in the Roofing and HVAC industry utilizing the ServiceTitan platform, you will be responsible for leading a team of customer service representatives to ensure exceptional customer experiences, efficient service operations, and seamless utilization of the ServiceTitan software. You will play a pivotal role in optimizing customer satisfaction, resolving issues, and driving operational excellence.

Key Responsibilities:

• Team Leadership and Management:
• Lead and manage a team of customer service representatives, providing guidance, support, and training as needed. This includes all CSR’s locally and remote.
• Set clear performance objectives and KPIs for the team, monitoring progress and providing regular feedback.
• Foster a positive and collaborative team environment, promoting continuous improvement and professional development.
• Customer Experience Enhancement:
• Develop and implement strategies to enhance the overall customer experience, leveraging the capabilities of the ServiceTitan platform.
• Analyze customer feedback and performance metrics to identify areas for improvement and implement corrective actions.
• Ensure timely resolution of customer inquiries, complaints, and escalations, maintaining a high level of customer satisfaction.
• Service Operations Optimization:
• Collaborate with other departments, including dispatch, sales, and billing, to streamline service operations and improve efficiency.
• Utilize the ServiceTitan platform to optimize scheduling, dispatching, and resource allocation, maximizing technician productivity.
• Identify opportunities to automate processes and workflows within the ServiceTitan system to improve operational effectiveness.
• Performance Tracking and Reporting:
• Monitor key performance indicators (KPIs) related to customer service, including response times, resolution rates, and customer satisfaction scores.
• Generate reports and analyze data to assess team performance, identify trends, and make data-driven decisions.
• Present performance metrics and insights to senior management, providing recommendations for continuous improvement.
• Work with the Accounting Department to Track PTO usage payroll and other Accounting Related duties.
• Training and Development:
• Conduct training sessions and workshops to educate team members on ServiceTitan functionalities, best practices, and industry trends.
• Provide ongoing coaching and support to enhance the skills and competencies of customer service representatives.
• Stay updated on new features and updates within the ServiceTitan platform, ensuring maximum utilization and efficiency.
• Conduct weekly meetings with all CSR’s to continuously improve and develop a culture driven environment.
• Conduct daily listening phone calls to ensure reps are given the best experience possible to our customers.

Requirements:

• Previous experience in a customer service management role within the roofing, HVAC, or related industry.
• Proficiency in using the ServiceTitan platform or similar service management software.
• Strong leadership and team management skills, with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Analytical mindset with the ability to interpret data and drive actionable insights.
• Problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.

Benefits:

• Competitive salary and comprehensive benefits package.
• Opportunity to lead and develop a high-performing customer service team.
• Dynamic and collaborative work environment with opportunities for growth and advancement.
• Access to ongoing training and professional development resources.

Job Type: Full-time

Pay: $60,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Required)

Ability to Commute:

• Bristol, PA 19007 (Required)

Work Location: In person