Customer Service Operations Manager

2 days ago

Richmond Heights, Virginia, United States PlumbLife Plumbing, LLC Full time
Job Description

The Service Office Manager will oversee the daily operations of the service department, focusing on efficient scheduling, dispatching of service technicians, and customer service. This role is pivotal in ensuring service calls are scheduled effectively, customers are satisfied with their service experience, and our technicians have clear and timely instructions.

This position requires strong organizational skills with the ability to handle multiple tasks and prioritize effectively. The ideal candidate should have proven experience in a service-oriented role, preferably in an administrative or coordination capacity. Excellent communication skills, both written and verbal, with a customer-first attitude are essential for success in this role.

We offer a collaborative work environment, opportunities for professional growth, and a comprehensive benefits package. As part of our team, you will play an integral role in delivering outstanding customer service and ensuring the success of our service operations.

Key Responsibilities:
  • Schedule and Dispatch: Maintain daily schedules for Service Technicians, dispatching them as service calls are completed and ensuring that appointments are managed efficiently.
  • Customer Expectations: Effectively manage customer expectations by providing accurate arrival times for technicians and keeping them updated on any changes.
  • Lead Response and Appointment Booking: Respond to incoming message leads promptly, assisting customers in booking appointments and providing necessary details.
  • Reschedule Appointments: Handle any service calls that cannot be completed the same day by rescheduling them in a timely manner.
  • Return Trips Coordination: Schedule return trips with customers when required parts are available, ensuring minimal disruption to their schedule.
  • Customer Complaint Resolution: Address customer complaints professionally, offering appropriate solutions and alternatives within set time limits. Follow up to ensure customer satisfaction and resolution.
  • Record Keeping: Maintain accurate records of customer interactions, process customer accounts, and file documents according to company protocols.
  • Communication: Follow company communication procedures, guidelines, and policies, ensuring clear and concise communication with department managers, employees, and customers.
  • Customer Engagement: Go the extra mile to engage with customers, enhancing their overall experience and building customer loyalty.

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