Customer Service Manager

This is a Full Time On-Site Salary / Exempt leadership role at our Neffsville Plumbing & HVAC Branch in Lancaster PA.

The Customer Service Manager is responsible for leading the Customer Service Call Center and overseeing all internal related customer service duties. Lead, develop and grow a staff of 15+ CSR professionals to handle any and all customer related inquiries, to maximize booking rate opportunities and support continued company expansion. Establishes a relationship with current and potential customers and sets the service expectation of Len the Plumber. Aides in the retention of customers by managing, monitoring and improving the day to day operations of the customer service center, developing a set of best practices that establishes a high standard of excellence. Critical in this role is the ability to drive team performance to accomplish company goals while providing a world class level of delight with each customer interaction.

The CSR Manager will maximize the team’s performance in multiple areas including but not limited to:

1. Customer conversions from multiple lead sources
2. Identifying and maximizing work opportunities for multiple service locations
3. Customer resolution and reporting
4. Providing an exceptional customer experience
5. Accurate collection of data that supports service teams and marketing efforts

ESSENTIAL responsibilities

• Provide leadership for a staff of 15+ customer service representatives
• Regularly evaluate individual performance to ensure high level of call conversion and customer satisfaction
• Manage department KPI’s while looking for opportunities to raise the bar
• Coach and develop the skillset for each team member with initiatives that motivate the team to success
• Create staff onboarding and training materials
• Assess current processes and tools for maximum performance
• Proactively identify strategies for improvement and execute change
• Cultivate an environment of trust, teamwork and ownership of the customer relationship
• Occasionally take escalated calls from customers for resolution
• Work cross functionally with marketing and service teams to accomplish goals
• Identify and hire talent to achieve goals and accommodate department growth
• Manage call system performance to ensure critical functionality while recommending improvements for growth

QUALIFICATIONS/REQUIREMENTS

• Dynamic and strong leader with a high level of customer focus
• Proven track record of success building, coaching and retaining a high performance team
• Demonstrated 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
• Strong problem solving skills
• Excellent organizational & communication skills
• Sales and negotiating experience a plus

REQUIRED EDUCATION AND WORK EXPERIENCE

• 5+ years leading a customer service team
• Bachelor’s degree, BS/BA a plus.
• Proficient with telephony, call center technology and Microsoft Office suite – primarily Excel

Reports to: Director of Customer Service

Compensation:

• Based on experience

Benefits:

• Competitive Dental, Vision, and Healthcare Plans
• 401(k) matching
• Short-Term and Long-Term Disability
• Life Insurance
• PTO
• Paid Holidays
• Employee Assistance Program (EAP)

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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