Customer Service Operations Manager

2 weeks ago

Olympia, Washington, United States Olympic Plumbing Technology LLC Full time

Are you in search of exceptional income potential? A position within a team that genuinely appreciates your expertise? Job security that you can rely on? If so, Olympic Plumbing Technology LLC is the right fit for you We are on the lookout for a full-time Customer Service Operations Manager to become part of our expanding team.

About Us

Olympic Plumbing Technology LLC is a family-owned, leading provider of plumbing and drain cleaning services, dedicated to delivering the highest quality plumbing solutions and an authentic 5-star experience to our clients. Our skilled plumbing professionals are equipped to tackle any plumbing challenge, regardless of size. We take pride in positively impacting the lives of our customers, colleagues, and the community.

Why Join Olympic Plumbing Technology LLC?

  • Competitive compensation, along with generous bonuses. Starting wages range from $26-$28/hr, plus bonus opportunities.
  • 8-hour shifts from Monday to Friday.
  • Comprehensive medical and dental coverage.
  • Flexible paid time off plan (including vacation, personal, and sick leave).
  • 401K plan with employer matching.
  • Life insurance coverage.
  • Opportunities for training and career advancement.
Our Core Values
  • Culture
  • Family
  • Technology
  • Integrity
  • Community
Key Responsibilities

  1. Serve as the second point of contact for incoming phone calls and ensure the call board is filled to 90% daily.
  2. Address customer concerns and manage reviews.
  3. Conduct membership visits and perform marketing and lead-generation outbound calls.
  4. Oversee submissions for various lead source applications including Chirp, Angie's List, Yelp, Google, and Schedule Engine.
  5. Create a schedule for inbound and outbound calls to enhance sales.
  6. Assist in the training, development, and supervision of call center staff.
  7. Work diligently to achieve a call booking rate of 85% or higher and meet daily call targets.
  8. Audit and report daily performance metrics to ensure all Customer Service Representatives meet KPIs of 80 inbound and outbound calls daily, with a minimum of 10 calls booked.
  9. Ensure timely follow-up on abandoned calls within 60 seconds.
  10. Oversee quality assurance completion.
Additional Responsibilities
  • Participate in monthly Services Titan/Blue Collar meetings.
  • Lead weekly service reviews.
  • Engage in daily team huddles.
Qualifications
  • 3-5 years of leadership or supervisory experience in a call center setting.
  • Demonstrated ability to lead and inspire a team.
  • Proven background in customer service, preferably in a management role.
  • Strong leadership and training capabilities.
  • Positive and professional phone demeanor.
  • Proficient computer skills.
  • Ability to motivate others to achieve company objectives.
  • Highly organized with excellent follow-through skills.
  • Strong written and verbal communication abilities.
  • Self-motivated and capable of working independently.
  • Ensure regular training sessions are conducted.
  • Maintain high productivity levels.
  • Guarantee a 5-star experience is delivered by all team members.
  • Monitor team KPIs and performance metrics.
  • Professional presentation and public speaking skills.
  • Personality suited for a fast-paced, goal-oriented environment.
If you are seeking a company that values you and your family, consider this career opportunity.

This position is safety-sensitive, and impairment while working poses a significant risk. Such positions must be identified by the employer prior to the applicant's application for employment.
  • Equal Opportunity Employer

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