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Customer Support Operations Leader

2 months ago

Louisville, Kentucky, United States Tom Drexler Plumbing Full time
Job Overview

Position: Customer Service Manager

Location: Louisville, Kentucky

At Tom Drexler Plumbing, Air and Electric, we pride ourselves on fostering an environment where our employees excel, ensuring that our clients receive outstanding service. Our commitment to excellence is reflected in every aspect of our operations.

Role Summary:

As the Customer Service Manager, you will be at the helm of our Customer Service Center, managing all internal operations related to customer support. Your primary responsibility will be to cultivate a team of Customer Service Representatives (CSRs) who can effectively address inquiries, maximize booking rates, and uphold service quality. You will play a crucial role in establishing and nurturing customer relationships, which are vital for retention through the implementation of best practices.

Key Responsibilities:

  • Lead and mentor a team of over 12 Customer Service Representatives.
  • Enhance individual team member performance through coaching and continuous support.
  • Develop comprehensive onboarding and training materials for the customer service team.
  • Assess current processes and tools to enhance overall performance.
  • Identify and implement strategies for improvement proactively.
  • Promote a culture of trust, collaboration, and accountability within the team.
  • Assist the CSR team by managing escalated customer inquiries.
  • Recruit and onboard new talent to fulfill departmental needs and support growth.
  • Drive team performance to meet organizational goals while ensuring exceptional customer experiences.
  • Utilize Key Performance Indicators (KPIs) to maintain accountability and performance standards.
  • Work closely with Dispatch Supervisors and Divisional Managers to optimize service operations.
  • Document and maintain departmental Standard Operating Procedures (SOPs).

Additional Responsibilities:

  • Collaborate across departments with marketing, service teams, and dispatch to achieve organizational objectives.
  • Perform other duties as assigned.

Qualifications:

  • Strong leadership abilities with a focus on customer satisfaction.
  • Proven ability to build consensus across various levels of the organization.
  • Experience in developing training materials for staff development.
  • Able to thrive in a dynamic environment with competing priorities.
  • Excellent problem-solving and decision-making skills.
  • Exceptional written and verbal communication capabilities.
  • Willingness to work weekends as needed to support the team.

Working Environment:

  • Professional office setting.
  • Ability to lift items weighing up to 30 lbs.

Experience and Education:

  • Minimum of 5 years of experience in leading a customer service team.
  • Proficient in telephony, call center technology, Service Titan, and Microsoft Office Suite, especially Excel.
  • Demonstrated success in building, coaching, and retaining high-performing teams.

Note: This job description is intended to provide a general overview of the responsibilities and qualifications associated with this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

EOE