Customer Success Manager
3 weeks ago
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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