Customer Service Operations Manager

1 month ago


Wilmette, Illinois, United States IntelliPro Group Inc. Full time
Job Overview

Position Title: Customer Service Operations Manager - HVAC/R
Employment Type: Permanent
Salary Range: $80K to $120K annually plus benefits

Key Responsibilities:

  • Team Leadership: Build and oversee a dedicated customer service team to manage incoming inquiries through calls and emails.
  • Training & Development: Provide training and mentorship to technicians, ensuring they meet high service and technical standards.
  • Technical Support: Leverage expertise in refrigeration and cooking equipment to offer guidance and assistance.
  • Troubleshooting: Create a thorough troubleshooting guide to enhance the efficiency of customer issue resolution.
  • Customer Relations: Address escalated customer inquiries and ensure prompt resolution of concerns.
  • Service Network Expansion: Enhance our service network by integrating new service providers for warranty-related tasks.
  • Collaboration: Produce detailed reports on service issues and collaborate with engineering teams to resolve technical challenges.
  • CRM Utilization: Utilize Salesforce CRM to improve customer service processes and documentation.
  • Travel Requirements: Willingness to travel for training sessions as necessary.

Qualifications:

  • 2-3 years of experience in the refrigeration service industry.
  • In-depth knowledge of refrigeration and cooking equipment.
  • Possession of EPA certification or equivalent credentials.
  • Demonstrated leadership and management capabilities.
  • Experience in technician training and mentorship.
  • Ability to travel for extended periods when required.
  • Excellent organizational and communication skills.

About IntelliPro Group Inc.:
Established in 2009, IntelliPro Group Inc. is a premier provider of talent acquisition and HR solutions. Our dedication to exceptional client service, employee development, and lasting partnerships distinguishes us in the industry. With a robust presence across multiple countries, we continue to excel in delivering global talent solutions.

Diversity Commitment:
As an Equal Opportunity Employer, IntelliPro Group Inc. values diversity and does not discriminate based on any legally protected status. Our commitment to inclusivity ensures that we embrace candidates of all abilities and accommodate the needs of all applicants throughout the hiring process.

Compensation: The compensation for successful candidates will be influenced by various factors, including education, experience, location, and job responsibilities. IntelliPro also offers a comprehensive benefits package, subject to eligibility.



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