Customer Service Manager

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