What are the responsibilities and job description for the Customer Service Manager position at E.R. Services?
SUMMARY: Responsible for customer support functions, scheduling and dispatching, A/R and A/P, technician support, permits and inspections, monitor reporting, and implementing policies to enhance the customer experience.
DUTIES AND RESPONSIBILITIES:
-
Customer Support
- Supervise Customer Service Rep(s) as needed.
- Monitor and coordinate response to all incoming customer calls, including scheduling and follow up
- Answering calls and determine plumbing problems
- Scheduling and entering incoming calls in software
- Call customer when technician is in route
- Call customer to follow up when job is completed
- Call customer to follow up on estimates
- Print estimates and work suggested reports and follow up with customer
- Print cancelled call reports and follow up with customer
- Monitor Web inquiries
- Coordinate all property management appointments
- Resolving customer concerns via phone, email, mail, or social media.
- Training, as needed
- Close all open jobs
-
Technician Support
- Dispatching
- Assisting technicians with location
- Assist with tying all work photos and work orders to customer jobs
- Getting purchase orders for technicians
- Scheduling for line detection, utility locates and damage ticket
- Assist in getting customer parts and schedule when parts are in
- Sending backflow testing off to appropriate counties
- Schedule jobs with correct equipment
- Coordinate tying all photos and work orders to customer jobs
- Coordinate subcontractors and ensure agreement completion
- Oversee schedule and correct errors
- Payroll & A/R, A/P
- Handles all A/R (processes payments and collections)
- Time Sheets
- Closing jobs for payroll purposes
- Assist with processing commissions
- Permits and Inspections
- Handle the permitting process
- Schedule inspections
QUALIFICATIONS:
- 3 to 5 years related experience and/or training.
- Ability to work with all levels of management.
- Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
- Commitment to excellence and high standards.
- Excellent written and verbal communication skills.
- Proficient in SuccessWare, Microsoft Word.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Occasionally required to stand
- Occasionally required to walk
- Continually required to sit
- Continually required to utilize hand and finger dexterity
- Occasionally required to climb, balance, bend, stoop, kneel or crawl
- Continually required to talk or hear
- Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard
- Occasionally required to lift/push/carry items up to 25 pounds
