Customer Service Operations Leader

2 weeks ago

Fridley, Minnesota, United States Mr. Rooter Plumbing of the Twin Cities Full time
Customer Service Operations Leader

Full-Time, Paid Time Off, Paid Holidays, Comprehensive Training, Medical, Dental, Vision, Life Insurance, Long-Term Disability, and 401K.

Mr. Rooter Plumbing of the Twin Cities is a reputable name in the plumbing service sector, boasting nearly 30 years of dedicated service to our community.

We pride ourselves on our unwavering commitment to accountability, integrity, honesty, and respect, which are the foundational values guiding our operations.

As we continue to grow and expand, we are in search of a highly skilled and motivated Customer Service Operations Leader to join our team and play a pivotal role in overseeing our Customer Service and Dispatch Teams.


Why Join Our Team:

  • Competitive salary based on experience.
  • Comprehensive health, dental, and vision insurance plans.
  • Retirement savings plan with company matching.
  • Paid time off and holidays.
  • Continuous training and professional development opportunities.
  • Supportive and inclusive work environment.
Position Overview

The Customer Service Operations Leader is tasked with managing the daily functions of the company's customer service operations.

This role supervises a team of Customer Service Representatives (CSRs) and Dispatchers (DSRs), ensuring they deliver exceptional service to our clients.

Moreover, this position is accountable for monitoring the performance of the call center, ensuring that all key performance indicators (KPIs) are met or surpassed, while fostering a positive work atmosphere for the team.


Key Responsibilities:
The primary duties and responsibilities of this role include the following:

  • Supervise the daily operations of the customer service center, including staffing, scheduling, and training of Customer Service Representatives (CSRs) and Dispatchers (DSRs).
  • Assess and evaluate the performance of the CSRs and DSRs, providing coaching and feedback to ensure they meet or exceed KPIs.
  • Formulate and implement strategies to enhance customer service performance, including the adoption of new technologies or processes.
  • Ensure that all customer interactions are handled promptly and professionally, resolving inquiries to the customer's satisfaction.
  • Collaborate closely with other departments to ensure the customer service center aligns with their objectives.
  • Develop and maintain customer service policies and procedures that align with the company's overall goals.
  • Analyze customer service data to recommend process improvements and efficiencies.

Additionally, this role involves:

  • Managing on-call duties for the team, ensuring coverage aligns with business needs.
  • Ensuring all customer service equipment operates effectively, addressing any issues swiftly.
  • Overseeing the customer service budget, ensuring expenses remain within allocated limits.
  • Promoting a positive work environment by fostering a culture of teamwork, respect, integrity, honesty, and open communication.
  • Performing miscellaneous duties as assigned, including administrative tasks to support service technicians.

Qualifications:

  • Bachelor's degree in business administration or a related field preferred.
  • Proven experience in customer service and dispatching, with a minimum of 3 years in a leadership capacity.
  • Strong organizational and problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in relevant software applications.
  • Familiarity with home services is advantageous.

Core Values:
The Customer Service Operations Leader is expected to embody the core values of Mr. Rooter Plumbing, which include accountability, integrity, honesty, and respect. These values should be reflected in all interactions and decisions made within the role.

Mr. Rooter Plumbing of the Twin Cities is an equal opportunity employer. We value diversity and inclusion and encourage applicants from all backgrounds to apply.

We look forward to reviewing your application and potentially welcoming you to our dedicated team of professionals at Mr. Rooter Plumbing.

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