Service Operations Manager

Job Description

Residential Elevators is a family-owned business and the only full-service elevator company in the country. Our employees handle the manufacturing, design, and installation of each of our elevators.

We are actively seeking a Service Operations Manager to oversee the onsite day to day operations of the Residential Elevator’s customer service call center.

This includes but not limited to : compliance with policies, operations, and initiatives, as well as, develop a high level of service standards focused on reducing response times and exceeding customer expectations during each interaction.

This role will also implement systems to report on service metrics, including customer feedback, trends in product or service issues, then align customer service activities and initiatives to enhance the objectives of the organization.

The position is a day shift, that is primarily a Monday to Friday role. However, there may be weekends as needed.

Duties / Responsibilities :

• Oversees the daily workflow of the department.
• Manage a team of Account Representatives.
• Recruits, interviews, all department hires.
• Drafts, implements, and executes policies and procedures to facilitate a superior customer service experience.
• Establishes and exceeds performance metrics, and delivers a high-level of service standards.
• Develops and implements methods to assess, and analyze customer feedback,
• Enact training and quality assurance programs for Account Representative team.
• Identifies and recommends expansions to technology, equipment, and policies that may improve customer service.
• Acts as a liaison between the customer service department and other divisions in the company.
• Drafts and implements the department’s budget.
• Performs other related duties as assigned.

Requirements

Three years' management experience in an unscripted call center environment is required.

Prior leadership experience in the technical product industry with multi-state territories is preferred.

Experience with supporting a high-end product or high finance is preferred.

Skills Necessary :

Excellent verbal and written communication skills.

Excellent interpersonal skills.

Ability to interact with all levels within the company.

Excellent organizational skills, with a focus on attention to detail.

Strong analytical and problem-solving skills.

Proficient with Microsoft Office Suite or related software.

Education

Bachelor’s degree is preferred, but not required.

This position is based in our home office in Tallahassee, FL.

Only candidates in Leon County, FL, Wakulla, County FL, Grady County, GA and Thomas County, GA will be given consideration, as there is no relocation assistance for this position.

This position is also NOT remote.

Residential Elevators is a drug-free workplace.

Residential Elevators in an Equal Opportunity Employer.

We welcome veterans.

Benefits :

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance