Customer Service Manager

We are a well established HVAC company with an emphasis on residential new home installation. We have been successfully expanding our scope to include custom homes, replacement and light commercial installations while also growing our service department. We are seeking an experienced Customer Service Manager to help us further expand our opportunities.

The Customer Service Manager will perform the following functions:

• Manage a team of Customer Service Representatives, dispatchers, service billing clerk, and receptionist.
• Monitor employee’s skills set and augment it with training and new hires.
• Evaluate and refine the service department’s standard operating procedures to implement service best practices, eliminate variability, improve customer satisfaction and enhance department profitability.
• Provide support to service technicians and CSR’s to diffuse escalated calls.
• Initiate training and rewards programs to boost sales of maintenance contracts.
• Provide quality and efficient customer service while ensuring 100% customer satisfaction.
• Provide professional interaction between inside call center personnel, service technicians, installation technicians, field managers and upper management to promote business success.
• Handle Registrar of Contractor and Better Business Bureau complaints. Document complaints and provide management with all information necessary to evaluate the situation. Document results and keep files current on pending and resolved complaints.
• Learn and keep current on dispatch software, do updates as they become available, develop reports necessary as requested by Service Manager.

Strict safety and professionalism policies are in place for all employees and it will be your responsibility to adhere to and enforce these with your subordinates. This includes being prompt, courteous, helpful, honest, and doing the job right the first time. Your appearance, as well as that of your people is important as you are the company’s representative to our customers.