What are the responsibilities and job description for the Customer Service Manager position at Tom Drexler Plumbing, Air & Electric?
Location: Louisville, Kentucky
Join Tom Drexler Plumbing, Air and Electric, an esteemed home services company located at 3718 Bardstown Road, Louisville, KY 40218. At Tom Drexler, we nurture a culture where our employees thrive, knowing that when they’re supported, our customers receive exceptional care. It’s a win-win for all!
Job Summary/Objective
As a Customer Service Manager at Tom Drexler Plumbing, Air and Electric, you’ll lead our Customer Service Center, overseeing all internal customer service operations. Your primary goal is to nurture a team of Customer Service Representatives (CSRs) to handle inquiries effectively, driving maximum booking rates and ensuring service excellence. You’ll establish and maintain strong customer relationships, contributing to customer retention by implementing and refining operational best practices.
Essential Job Functions
EOE
Join Tom Drexler Plumbing, Air and Electric, an esteemed home services company located at 3718 Bardstown Road, Louisville, KY 40218. At Tom Drexler, we nurture a culture where our employees thrive, knowing that when they’re supported, our customers receive exceptional care. It’s a win-win for all!
Job Summary/Objective
As a Customer Service Manager at Tom Drexler Plumbing, Air and Electric, you’ll lead our Customer Service Center, overseeing all internal customer service operations. Your primary goal is to nurture a team of Customer Service Representatives (CSRs) to handle inquiries effectively, driving maximum booking rates and ensuring service excellence. You’ll establish and maintain strong customer relationships, contributing to customer retention by implementing and refining operational best practices.
Essential Job Functions
- Lead and mentor a team of 12 Customer Service Representatives.
- Develop individual team members through coaching and ongoing support.
- Create comprehensive onboarding and development materials for the customer service team.
- Evaluate existing processes and tools to optimize performance.
- Proactively identify improvement strategies and implement changes.
- Foster a culture of trust, teamwork, and ownership among team members.
- Provide support to the CSR team by handling escalated customer calls.
- Recruit and onboard talent to meet departmental needs and facilitate growth.
- Drive team performance to achieve company objectives while delivering exceptional customer experiences.
- Utilize department Key Performance Indicators (KPIs) to ensure accountability and performance excellence.
- Collaborate closely with Dispatch Supervisor and Divisional Managers to streamline service operations.
- Document departmental Standard Operating Procedures (SOPs).
- Collaborate cross-functionally with marketing, service teams, and dispatch to meet organizational goals.
- Perform additional duties as assigned.
- Dynamic leadership skills with a strong customer focus.
- Ability to build consensus across all organizational levels.
- Experience developing staff development materials.
- Capacity to thrive in a fast-paced environment with competing priorities.
- Strong problem-solving and decision-making capabilities.
- Excellent written and verbal communication skills.
- Flexibility to work weekends, if necessary, to support the team.
- Work in a professional office environment.
- Ability to lift up to 30 lbs.
- Minimum 5 years’ experience leading a customer service team.
- Proficiency with telephony, call center technology, Service Titan, and Microsoft Office suite, particularly Excel.
- Proven track record of building, coaching, and retaining high-performance teams.
EOE
