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Customer Service Call Center Manager

Customer Service Call Center Manager

Len The PlumberHalethorpe, MD, US
30+ days ago
Job type
  • Full-time
Job description

Customer Service / Call Center Manager

Len The Plumber

This is an ON-SITE position, based out of our Halethorpe MD 21227 LTP Branch location

Full Time, Exempt, with Bonus Eligibility

Local Candidates ONLY please.

Location : 3610 Commerce Drive Suite 806-809, Halethorpe, MD 21227 Work Type : On-site Schedule : Full-Time Pay : $60,000 - $72,000 / Bonus Program Eligible

About Len the Plumber Heating and Air

When you join Len the Plumber Heating & Air, you're not just starting a jobyou're becoming part of a family. We value teamwork, respect, and integrity in everything we do. Our technicians, customer service staff, and support teams work side by side to deliver the kind of service we'd want for our own families. We celebrate wins together, invest in each other's growth, and create an environment where you can do your best work and feel proud of the difference you make every day.

Why Join Our Team?

  • Opportunity to manage a large Call Center Team
  • Strong company culture- Annual employee appreciation party, rewards and recognition
  • 401(k) Match & Health Benefits (Medical, Dental, Vision)
  • Short & Long-Term Disability + Life Insurance
  • Paid Time Off (PTO)
  • Employee Assistance Program

What You'll Do :

ESSENTIAL JOB FUNCTIONS :

  • Provide leadership for a staff of 20+ Customer Service Representatives
  • Coach and develop individual team members
  • Create staff onboarding and development materials for the customer service team and for other positions' onboarding
  • Assess current processes and tools for drive best performance
  • Proactively identify strategies for improvement and execute change
  • Cultivate an environment of trust, teamwork and ownership to set the right culture to fulfill the needs of the customer
  • Support the CSR team by taking escalated calls from customers for resolution
  • Identify and hire talent to achieve goals and accommodate department growth
  • Drive team performance to accomplish company goals while providing a world class level of delight with each customer interaction.
  • Use department KPI's to drive high levels of individual and team accountability
  • Work closely with the Dispatch Supervisor and Divisional Managers at all branches to support service operations through effective collaboration and information sharing
  • Document department SOP's
  • Establish a collaborative atmosphere between CSR's and Dispatchers

    • What We Are Looking For :

    Strong dynamic Leadership

    Good with Technology and systems

    Loves Coaching Team to achieve KPI / Metric performance.

    Positive, High Energy personality

    Adept Problem Solver

    Additionally :

  • Maximize the team's performance in multiple areas including but not limited to :
  • Customer conversions from multiple lead sources
  • Identifying and maximizing work opportunities for multiple service locations
  • Customer resolution and reporting
  • Providing an exceptional customer experience
  • Accurate collection of data that supports service teams and marketing efforts
  • Work cross functionally with marketing and service teams to accomplish goals
  • Ensure safety best practices are followed in the field.
  • Other duties as assigned.

    • Qualifications / Abilities :

  • Dynamic and strong leader with a high level of customer focus
  • Ability in creating consensus across all levels of the organization
  • Ability to identify inefficiencies and execute process improvements
  • Experience creating staff development materials
  • Results oriented with strong track record of success in achieving set objectives
  • Ability to work in a fast paced environment with multiple priorities
  • Sound problem-solving and decision-making abilities
  • Excellent written and communication skills
  • Ability to travel to all branches as required
  • Requires schedule flexibility and the ability to work weekends if required to support the team

    • Education / Experience Requirements :

    Required :

  • Proficient with telephony, call center technology and Microsoft Office suite primarily Excel
  • Proven track record of success building, coaching and retaining a high performance team
  • Sales and negotiating experience a plus

    • Preferred :

  • Bachelor's Degree highly preferred
  • Min. 5 years' experience leading a customer service team

    • Working Conditions / Physical Requirements :

  • Work is performed in a professional group office environment.
  • Lift up to 30 Lbs.
  • Ability to travel by car to all local branches when required.

    • Benefits :

    Compensation : Based on experience

    Benefits : Standard benefit plan for full-time, regular employees

    Schedule :

    Monday-Friday 8am-5pm; can change as business needs change

    Pre-Employment Requirements

    All employment offers are contingent on successful completion of a criminal background check, drug screening, and motor vehicle report. These are conducted in compliance with applicable laws and regulations.

    Disclaimer : The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.

    EOE

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    Call Center Customer Service • Halethorpe, MD, US