What are the responsibilities and job description for the Customer Service Manager position at Brody Pennell Heating & Air Conditioning?
Job Type
Full-time
Description
Responsibilities:
Qualifications:
Full-time
Description
Responsibilities:
- Lead and oversee the daily operations of all customer service representatives and dispatchers, ensuring excellence and efficiency in every task.
- Diligently monitor incoming calls from customers, vendors, and other parties. Provide assistance with team inquiries, appointment bookings, call redirection, and message taking.
- Serve as a dedicated customer advocate, adeptly resolving customer problems, concerns, and escalations with precision and care.
- Collaborate with and support other call center representatives in addressing questions or issues, ensuring seamless operations.
- Recruit, train, and mentor call center representatives, ensuring they are well-versed in business processes, job responsibilities, and company expectations.
- Manage lead handling from all sources, including Yelp, Podium, Google, social media, and others, ensuring all leads are promptly contacted, appointments are booked, and follow-up calls are made.
- Review un-booked calls and proactively reach out to clients to recover potential appointments.
- Ensure the call center maintains high levels of outbound calls to both attached and unattached clients, consistently booking appointments to meet daily quotas and keeping the service and maintenance schedule fully booked, with a focus on high-opportunity calls 12 years or older.
- Maintain a consistently populated multi-day call board with high-opportunity appointments.
- Utilize Service Titan software to book appointments, review calls, and ensure call capacity targets are met.
- Respond to customer emails, chat messages, and website inquiries promptly and professionally.
- Ensure that marketing campaigns are accurately attached to every call to guarantee proper ROI tracking.
- Achieve and maintain a high call booking rate of 95% for all bookable calls and a 20% inbound booking rate for all incoming calls.
- Complete and submit all daily reports in a timely and precise manner.
- Support the Director of Call Center Operations with additional office tasks as required.
- Develop and manage work schedules for all call center representatives and dispatchers, including a weekend rotation schedule to meet business needs.
- Provide coaching and maintain records of all coaching sessions with customer service representatives and dispatchers.
- Schedule and conduct performance reviews with all call center representatives.
- Monitor and calculate commissions for all customer service representatives and dispatchers every pay period.
- Ensure all call center representatives and dispatchers adhere to California meal and lunch break laws.
Qualifications:
- High school diploma or equivalent required; some college coursework preferred.
- Previous customer service or call center experience is a plus.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Proficient in using computers and various software applications.
- Ability to handle high call volumes and stressful situations professionally.
- Office environment with standard office equipment.
- Occasional extended hours or shifts may be required based on business needs.
- Ability to adapt to a fast-paced and dynamic work environment.
- Sitting for Extended Periods: Ability to sit at a desk and use a computer for the majority of the workday.
- Typing and Data Entry: Proficiency in typing and using a computer mouse for data entry and communication tasks.
- Phone Usage: Ability to handle a headset or phone for extended periods.
- Visual Acuity: Good vision required for reading computer screens and documentation.
- Hearing: Ability to hear clearly through a headset or phone to effectively communicate with customers.
- Repetitive Motion: Frequent use of keyboard and mouse, which involves repetitive motion.
- Manual Dexterity: Adequate manual dexterity for handling phone equipment and performing data entry tasks.
