Customer Service Representative Manager

Benefits:

• PTO Time
• Flex Schedule
• Get Paid Weekly
• Bonuses
• 401(k) Match @ 4%
• Paid Training, Educational Allowances/Reimbursement for Field-related Courses
• Blue Cross Blue Shield Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Holidays to Celebrate
• Company Events

Full job description

Do you want to join our growing, customer-focused, and, dare we say, fun team?

Then we want to talk to you TODAY!

We're a dynamic, family-owned business with over 45 years of expertise. We're on a mission to be a great place to work, provide industry leading service and continue to grow!

We're the go-to experts for plumbing, heating, cooling, and electrical services to keep homes and businesses comfortable all year long. Join us in making every home and business a Customer and MillTown fan. Make this year the first to join the MillTown team.

Essential Duties and Responsibilities*

• Recruit, hire, train and improve the Customer Service Representatives.
• Generate an inbound and outbound call schedule to boost sales.
• Supervise and train staff on how to convert calls into booked service appointments.
• Manage dispatch to ensure the right technicians are matched to every job.
• Author and refine call scripts so they're clear, compelling and result in more appointments.
• Get potential customers excited about the company and encourage them to spread the word.
• Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
• Become an expert of your market, know the customer needs and how best to engage them.
• Monitor performance of staff, review recorded calls and advise them on how to promote sales.
• Adhere to the company's plan for resolving customer complaints quickly and favorably.
• Formalize a coaching and training platform that's cost effective and measurable.
• Show employees how their individual contributions matter to the company's success.
• Coach employees on how to build trust and demonstrate empathy with customers.
• Regularly present reports to senior leaders in an easy-to-understand format.
• Ensure sufficient staffing to match the business demand and seasonal spikes.
• Other duties as needed

Desired Skills and Experience

• Proven track record in customer service, ideally in management.
• Patient, diplomatic leader who understands how to diffuse conflict and convey empathy.
• Ability to inspire and lead others to attain company goals.
• IT competent, specifically Microsoft Office.
• Highly organized with exceptional follow-through abilities.
• Strong verbal and written communications.
• Professional presentation and public speaking ability
• Personality that blends well with a fast-paced, goal-driven environment.

MillTown Plumbing & Heating Inc. is an equal opportunity employer and does not make hiring decisions based on age, race, gender, religion, disability, or any other characteristic protected by applicable law.

Job Type: Full-time

Pay: $57,000-82,050/year

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