What are the responsibilities and job description for the Customer Service Manager position at David Michael Plumbing Inc?
Mrs. Michael is Hiring an Experienced Customer Service Manager!!!!
“Calling awesome Problem Solvers,
COME IN awesome Problem Solvers”…
When you get on the phone with folks, they just brighten.
You have this feel for how to be calm and caring on the phone.
People say that talking with you has made their day.
It's who you are. you’re a genuinely nice person.
You don’t want to admit it, (because you’re humble too), but you’re a silver-tongued, organizational, goal-conquering STAR. YOU may not even realize how special you are; But we do! And we’d sure like to meet you.
A Leader over our Call Center and Dispatchers are like our Controllers of our air traffic controllers, connecting our customer service and our response teams together to deliver a fast, seamless experience for our customers.
So yes, this is an extremely important position. It’s a job we respect enough to know it requires a special skill set and the right personality to do it RIGHT.
If you’ve got all that down, we wanna meet you! Just tell us your availability to work and when’s best for an interview. But wait! -we’re looking for very detailed people, not people who simply skim job postings and shoot out resumés with the places they’ve worked. So in addition to the resume I’d like you to attach a letter telling us your STORY, where you come from and where you want to go with your job and your life, what motivates you. Oh, and just to weed out the sloppy, inattentive people just skimming lightly for jobs, let’s do this: …But you ARE actually reading all this, aren’t you? Excellent. Here’s to detailed people like you!
Once you’ve contacted us, we’ll look over everything you sent. Then we’ll contact you for an interview if you make the cut. And if you’re the right fit, trust me, this really is a fun place to work.
We have parties.
We joke.
We laugh.
We work hard.
And I always take care of my team, with the money and career advancement opportunities that make you feel VALUED. Because we know that happy employees make happy customers!
I’m looking forward to meeting you.
- A Customer Service Manager plays a vital role in overseeing and ensuring the efficiency and effectiveness of a company's customer service operations
- Nurture a culture of positive accountability for both opportunities for your direct reports as well as our management team to ensure we are handling all customer concerns in a timely manor.
- Their role may encompass a broad spectrum of responsibilities, depending on the company's size, industry, and the specifics of its customer service strategy
Monitor daily customer service operations, ensuring processes are smooth and efficient
Review and implement best practices for customer service operations
Address operational bottlenecks and propose solutions to enhance productivity
Ensure the field technicians schedules are dispatched in an efficient manner
Team Management :
Lead, train, mentor, coach, and develop customer service representatives and dispatchers
Develop and revise scripts used by direct reports
Manage scheduling to ensure full coverage during operating hours
Performance Metrics :
Develop, track, and report key customer service metrics
Responsible for KPIs for the call center
Monitor team performance against set goals, providing regular feedback and devising strategies for improvement
Stakeholder Communication :
Act as a liaison between the customer service department and other company departments
Provide feedback to the management on customer insights, needs, and feedback
Process Improvement :
Evaluate current customer service processes and procedures
Recommend and implement changes to improve efficiency and customer satisfaction
Technology Utilization :
Stay updated with the latest customer service technologies
Oversee the implementation and utilization of customer service tools and software
Handle and resolve escalated customer complaints or complex issues
Feedback Loop :
Collect feedback from the customer service team and customers to inform process enhancements
Budget Management :
Assist in the preparation of the customer service budget and ensure operations stay within budget
Benefits
Professional, team-oriented work environment
24 / 7 free onsite gym
Holiday parties
Company lunches
Weekly meetings
Weekly vendor trainings
Opportunities for advancement
Supportive management
Health, Vision, Dental Insurance
401K with company match
Generous PTO and paid holidays
Staff Appreciation Days / Week
Short-Term Disability
Salary of $60,000
Salary : $60,000
