Customer Service Manager

Are you looking for an exciting position where you can gain valuable skills and start your career? Look no further than Delta Mechanical Inc.

At Delta Mechanical, we're more than just a plumbing company; we're a family built on a foundation of integrity, excellence, and unwavering dedication to our craft. Since our humble beginnings in 1996, we've grown from a small-scale family business to a nationwide enterprise, setting new standards of excellence every step of the way.

Why join us? Here's why:

Commitment to Excellence: We pride ourselves on delivering exceptional plumbing services ranging from routine maintenance to complex installations and emergency repairs. We're committed to excellence in every aspect of our work.

Culture of Innovation: We stay ahead of the curve by embracing the latest technological advancements in the plumbing industry.

Nationwide Presence: With branches in multiple cities and states across the country, Delta Mechanical offers opportunities for relocation and growth.

Job Summary

This position is responsible for leading the daily operations of the customer service department through managing a team of customer service representatives and supervisor(s). This position will ensure that Delta Mechanical, Inc. provides a high level of customer service to both internal and external customers.

Essential Job Functions

• Lead, manage & hold accountable team of customer services supervisor(s) and/or representatives to answer inbound service requests via phone and email; and perform outbound calling to existing clients as necessary to schedule appointments.
• Collaborating with senior management and setting goals for projects and the department.
• Planning projects to meet business goals by identifying the resources needed to achieve targets and breaking requirements down into tasks.
• Overseeing worker performance using performance reports and personal observation.
• Ensuring employees have a suitable work environment regarding factors such as equipment, administrative support services, and workspaces.
• Assessing corporate needs for new employees, working with human resources to develop recruiting materials, advertising for open positions, and conducting the recruitment process as the hiring manager.
• Overseeing the support systems that enable employee performance in one's department.
• Identifying training needs in the workforce, developing training programs, and implementing them.
• Developing new company policies and protocols that are in line with corporate values and interests.
• Evaluating employee compliance to company policies and procedures, identifying patterns in noncompliance, taking remedial actions to motivate workers to comply, implementing disciplinary actions against repeat offenders, and improving compliance.
• Manage the day-to-day operational activities of the Customer Service Representatives and/or Supervisor(s) who have responsibility for daily operational tasks in a customarily recognized department or functional area of the organization.
• Assist with all personnel management, ensure appropriate wage and work hour laws are followed, and provide input to goal setting for the functional area.
• Understand all aspects of call center - i.e. booking a sales lead, customer care calls, working with dispatch, and handling escalations.
• Maintain associate performance records including attendance, complaints and disciplinary action. Analyze data in spreadsheets to determine staff performance and deficiencies.
• Provide ongoing coaching, development, and performance feedback with management consultation.
• Successfully handle call center concerns using company procedure and communicating all issues to the proper level of management.
• Oversee and ensure conflict resolution between associates and customers
• Ensure that all associates follow the company's best practices for call center management and operations
• Communicate company goals to associates so every associate understands his or her role
• Ensure sufficient staffing to match the business demand and seasonal spikes; manage scheduling & overtime.
• Acts as a role model for professional behavior and performance at all times
• Display a professional attitude, conduct, and appearance at all times
• Ensures confidentiality of internal and external data
• Process insurance claims in a timely manner as instructed
• KPI reporting for calls, booking rates, cancelled calls
• Completes all required Company training/compliance courses as assigned.
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Perform related duties as assigned, within your scope of practice.

Education

• High School diploma or equivalent required.

Experience

• Minimum of 3 years’ experience in Customer Service Management in a call center environment.

License & Certifications

• None

Skills & Abilities

This position requires the capability to understand and follow both oral and written directions. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.

Specific skills and abilities include, but are not limited to the following:

• Excellent customer service skills.
• Strong communication skills.
• Must be a people person, with a friendly and empathetic demeanor.
• Experience using multiple computer systems or programs (i.e., Microsoft Office, Phone Dialer)
• Proficient in time management; the ability to organize and manage multiple priorities.
• Ability to take initiative and effectively adapt to changes.
• Able to establish and maintain cooperative working relationships.
• Able to use sound judgment; work independently, with minimal supervision.
• Strong analytical and problem-solving skills.
• Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
• Performs well with frequent interruptions and/or distractions.
• Ability to consistently demonstrate our core values by maintaining the highest standards of professionalism when interacting with team members, management, and customers.
• Basic math skills.

Travel Requirements

• 10% Travel Requirements

Physical Requirements

• Walking/Frequent: Moving on foot to accomplish tasks.
• Reaching/Frequent: Extending hand(s) and arm(s) in any direction.
• Grasping/Frequent: Applying pressure to an object with the fingers and palm.
• Feeling/Constant: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with the skin, particularly that of the fingertips.
• Talking/Constant: Expressing or exchanging ideas by means of spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing/Constant: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Hands to Fingers/Constant: Picking, pinching, typing, or otherwise working, primarily with fingers rather than the whole hand as in handling.
• Repetitive Motion/Constant: Substantial movements (motions) of the wrists, hands, and/or fingers.
• Close Vison/Constant: Clear vision at 20 inches or less. Required to perform an activity such as: preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading or visual inspections.
• Distance Vison/Constant: Clear vision at 20 feet or more. Required to perform an activity where the seeing job is arm’s reach or beyond.
• Peripheral Vision/Constant: Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.
• Depth Perception/Constant: Ability to judge distances and spatial relationships (three-dimensional).
• Focus Ability/Constant: Ability to adjust the eye to bring an object into sharp focus.

Work Environment

• Sedentary Work: Exerting up to 10 pounds of occasionally and/or minor amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time.
• No exposure to adverse environmental conditions (typical office/administrative setting).

Disclaimer

This job description indicates, in general terms, the type and level of work performed as well as the typical responsibilities of team members in this classification. The duties described are not to be interpreted as being all-inclusive to any specific team member. Nothing in the job description changes the at will employment relationship existing between the Company and team members.

The Essential Job Functions, Physical Requirements, and Work Environment characteristics described are representative of those that must be met to successfully perform the essential functions of this job. Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified team members can perform the essential functions of the job.

Delta Mechanical Inc. is an equal employment opportunity employer. All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, martial status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law. Delta Mechanical Inc. also prohibits harassment of applicants or employees based on any of these protected categories.