Customer Service Operations Manager
2 weeks ago
Goods Electric, Heating & Air is seeking a dedicated Customer Service & Dispatch Manager to enhance our operational efficiency.
This is a full-time role.
Compensation: Starting at $55,000 plus performance incentives.
Are you ready to take on a rewarding challenge? We are looking for an individual who is passionate about empowering others and can take charge of our customer service and dispatch teams to achieve outstanding results. If you possess these qualities, this role could be a perfect fit for you.
Benefits:
- Accrued Paid Time Off
- Simple IRA with company matching
- Six Paid Holidays
- Flexible Health Plan
Position Purpose
The primary objective of the Customer Service & Dispatch Manager is to guide the teams in surpassing daily performance targets and contributing to the company’s revenue growth.
Key Responsibilities:
- Motivate and develop the customer service and dispatch teams to achieve and exceed key performance indicators (KPIs).
- Facilitate communication with other departments to ensure quality service and alignment of goals.
- Conduct engaging training sessions for the customer service team.
- Analyze weekly inbound and outbound call data with the customer service team to identify strengths and areas for improvement.
- Oversee dispatch operations to ensure optimal technician-job matching.
- Hold weekly one-on-one meetings with team members to discuss performance and development.
- Monitor team KPIs to assess departmental health.
- Implement and uphold the Nexstar Customer Service & Dispatch Processes.
- Design, review, and assess monthly incentive programs.
- Collaborate with the marketing team on strategies to generate sales leads.
- Ensure adequate staffing levels to meet business demands.
Qualifications:
- Proven track record in customer service and management.
- A genuine desire to inspire and support the professional and personal growth of team members.
- Commitment to delivering exceptional customer service – we pride ourselves on being a 5-star company.
- Ability to drive team performance to meet and exceed organizational objectives.
- Skilled in delivering clear and decisive communication in a fast-paced, goal-oriented environment.
- Proficient in various technology and software platforms.
- Adept at overcoming challenges in difficult market conditions.
- Strong business acumen coupled with a passion for outstanding customer service.
About Goods Electric Heating & Air:
Established in 2001, Goods Electric Heating & Air is a family-owned business recognized for its commitment to quality and customer satisfaction in the HVAC and Electrical sectors.
Core Values:
Integrity | Ownership | Intentional Living | Enthusiastic Contribution | Dream Realization | Simple Solutions | Exceptional Service | Sustainable Profitability
Core Focus:
We are dedicated to providing customer-centric solutions for the repair, replacement, and maintenance of electrical, heating, and cooling systems, ensuring our clients enjoy a safe and comfortable home.
We are an Equal Opportunity Employer.
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