Customer Service Manager

2 weeks ago


Lancaster, Pennsylvania, United States Neffsville Full time
Job Title: Customer Service Manager

We are seeking a highly skilled and experienced Customer Service Manager to lead our customer service team at Neffsville Plumbing & HVAC Branch in Lancaster PA.

The successful candidate will be responsible for overseeing all internal related customer service duties, leading a team of 15+ CSR professionals, and establishing a high standard of excellence in customer service.

Key Responsibilities:
  • Lead and develop a high-performing customer service team to handle customer inquiries and maximize booking rate opportunities.
  • Establish and maintain relationships with current and potential customers to set the service expectation of Len the Plumber.
  • Monitor and improve the day-to-day operations of the customer service center to drive team performance and accomplish company goals.
  • Provide leadership and coaching to team members to ensure high levels of customer satisfaction and call conversion.
  • Manage department KPIs and identify opportunities for process improvements.
Requirements:
  • 5+ years of experience leading a customer service team.
  • Bachelor's degree, BS/BA a plus.
  • Proficient with telephony, call center technology, and Microsoft Office suite – primarily Excel.
What We Offer:
  • Competitive salary based on experience.
  • Benefits package including dental, vision, healthcare, 401(k) matching, short-term and long-term disability, life insurance, PTO, paid holidays, and employee assistance program.


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