What are the responsibilities and job description for the Customer Service Manager position at East Coast Mechanical, Inc. (ECM)?
For more than 40 years, ECM has been helping home and business owners with their appliance, plumbing, and air conditioning needs. ECM services customers in Broward, Palm Beach, and between Martin and St Lucie Counties with over 130 fully equipped trucks. We are a leader in home service warranty and A/C sales, generating more than 30 million in revenue.
Join a Winning Team!
ECM has an immediate opening for an experienced Customer Service Manager to work in our inbound our call center.
A successful candidate will be responsible for:
- Supervising and developing a team of up to 15 Customer Service Agents
- Trouble shooting, diagnosing and resolving escalated customer issues
- Continuous, hands-on, real-time coaching and training of CS Agents
- Quality Assurance and monitoring of CS Agent calls as necessary
Position requirements:
- Minimum of 3 years supervisory experience in a high volume inbound call center
- Hands-on training experience
- Previous experience managing a call center queue
- Strong trouble shooting and problem resolution skills
- Ability to successfully understand and implement policies/procedures
- Effective written and verbal communication skills
- Ability to multi-task and handle pressure
- Previous dispatch or scheduling experience a plus
- Computer literate w/data entry and MS Excel skills required
- Flexibility to work varied hours and days, including Saturdays and holidays as necessary
- Knowledge of local geographical area a plus
- Bi-lingual (English/Spanish) is a plus
We offer:
- Competitive compensation
- Weekly payroll
- Career advancement opportunities
- Benefits including: Medical, Dental, Vision, Life, STD, LTD, Paid vacation, paid sick/personal, and 401(k).
- All candidates must successfully complete a background check and drug testing.
- East Coast Mechanical is an Equal Opportunity Employer and supports a drug-free workplace.
Please submit your resume ASAP or you can apply in person at:
Email - recruiter@ecmservice.com
Address:
1500 North High Ridge Road
Boynton Beach, FL 33426
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- Overtime
- Weekends as needed
Ability to Relocate:
- Boynton Beach, FL 33426: Relocate before starting work (Required)
Work Location: In person