Customer Success Manager

3 weeks ago


St Paul, United States Minneapolis Saint Paul Plumbing Heating Air Inc Full time

Manage staff that books and schedules service calls and do whatever is necessary to achieve department booked call and sales goals.

Responsibilities

• 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. • Show employees how their individual contributions matter to the company’s success. • Coach employees on how to build trust and demonstrate empathy with customers. • Recruit, hire and train staff to match the business demand and seasonal spikes. • Ensure that customer reviews are being responded to in a timely matter.

Competencies for Success

• Ensure a 5-star experience every time we connect with our customers. • Proven track record in customer service. • 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. • Upbeat positive figure in and around the office. • Ability to create a highly motivated, strong team culture. • Be detail oriented and a highly organized multi-tasker with good presentation skills and the ability to convey confident and decisive messages in a fast-paced and goal-driven environment. Equal Opportunity Employer, including disabled and veterans.

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