Office / Call Center Manager - HVAC / Plumbing
This Jobot Job is hosted by : Melanie Courtney
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Salary : $100,000 - $120,000 per year
A bit about us :
Our client was established to bring together industry-leading residential and commercial HVAC, electrical, and plumbing companies.
Why join us?
Health, Vision, and Dental Insurance, Voluntary Life and AD&D, 401K with up to a 4% employer match, Paid holidays, vacation, and sick leave
Job Details
Required Qualifications :
- Minimum of 3 years’ experience working as an Office Manager and / or Call Center Manager in the construction field (particularly HVAC and Plumbing).
- Experience working as an Installation Coordinator, Dispatcher, and / or CSR in any construction related business (particularly HVAC or Plumbing) is a plus.
- Knowledge of Service Titan a plus
- Have the desire to grow, succeed and excel in your job.
- Self-starter, able to follow directions, and practice good communication skills.
- Strong customer service skills a must.
- Interested in a career and not just a job.
- Positive attitude and ability to work in team-oriented environment.
- Must pass a pre-employment background check
- Clean driving record.
Primary Job Function - Office Manager
The Office Manager position is responsible for overseeing the daily operations of the office and its various departments. Responsibilities include communicating closely with Department managers, Operations Manager and General Manager. Additionally, overseeing the work of all office employees to ensure they work productively and are completing their job duties. This is a management position and requires working with and supporting all team members and fostering a spirit of teamwork and cooperation among departments.Primary Job Function - Call Center Manager
The Call Center Manager position is responsible for the overall management of scheduling operations for Sales, Service and Home performance.Office Manager - Essential Job Duties - Cross Department
Weekly time sheet approvals for all office staff to meet job costing and payroll deadlines.Take lead role in resolving customer complaints promptly and escalate to Install Manager and Service Manager when needed.Take lead role in implementing daily task lists for all office positions except accounting.Maintaining excellent customer service with HHAC customers to maintain our reputation in the industry.Prompt review and response to all emails from customers and HHAC management.Accurately maintain Service Titan with current customer information.Assist Accounting Manager with company HR Functions.Take lead in recruiting and interviewing prospective employees for office-related positions.Help improve upon current processes to maximize efficiency and improve current level of customer service.Additional responsibilities as needed or assigned by Upper Management.Supervise the customer service aspects of the Installation department.Manage Install office team in coordination with Installation Manager including hiring and firing duties.Ensure installation projects are scheduled promptly and that HHAC is proactive in its communications with our customers.Work with Installation Manager and Project Managers to manage project changes by having knowledge of all current and future jobs and being able to quickly rearrange / reschedule tasks / projects to ensure all Installers have a full day’s work.Management of Install calendar and individual installer calendars.Call Center Manager - Essential Job Duties
Direct Manager for CSRs and Membership coordinator including hiring and firing duties.Familiarize yourself with all current processes in place with Customer Service and sales Intake and hold the Call Center team accountable for following them.Ensuring that the Sales, Service and Home performance calendars are filled daily with the minimum number of appointments as determined by you, our Service Manager, Call Center Supervisor and General Manager.Additionally, ensure that schedules are optimized (dispatching for profits).Express urgency to fill schedules and direct personnel to make outgoing calls as needed if the calendars are light.Main point person for interaction with other managers and department leads to resolve issues that overlap Install and Service Departments.Work with Service Manager and Call Center Supervisor in optimizing the dispatching of service and maintenance technicians and train CSRs on “dispatching for profits” philosophy.Build strong partnerships with our Service Manager and other Hassler managers to foster a spirit of teamwork among departments.Main point of contact for customer service escalations.Set KPIs with Service Manager and General Manager for call counts and opportunity follow-up, outbound calls and outbound revenue generation and report results in weekly management meetings.Review and update phone scripts for incoming and outgoing calls for sales and service.Assist in training CSRs on phone scripts and periodically review recorded phone calls for quality control and training purposes.Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.
Jobot is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Jobot also prohibits harassment of applicants or employees based on any of these protected categories. It is Jobot’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.
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