Customer Service Manager

Welcome to the intersection of energy and home services. At Airtron, we’re driven by our passion to create a smarter, cleaner and more connected future.

 

At Airtron, we’re more than just a heating and air conditioning installer and service provider. We’re a family of hard-working and dedicated technicians, residential installers, warehouse workers, dispatchers, customer service representatives, project managers, estimators, controllers, executives and more. We invite you to join us and experience the rewards of bringing a smile to our customers’ faces every day.

Job Summary:

 

The Customer Service Manager is responsible for solving complex, multi-faceted problems facing day to day operations ensuring quality and efficiency of the Customer Service department. Will support business leaders and senior management in the implementation and execution of business strategy and growth initiatives of the department. 

 

Essential Duties/Responsibilities*:

 

• Responsible to lead and grow the Customer Service department.
• Partners with managers and field employees to enhance the quality of overall customer service.
• Creates and reviews KPI’s regularly with the team of direct reports.
• Oversees and supervises the customer service and dispatching activities to ensure maximum efficiency of scheduling without compromising client satisfaction. 
• Manages to ensure that Technicians arrive at their designated appointments on time.
• Provides ongoing supervision, training, coaching and feedback to improve performance and meet objectives of all assigned areas to ensure optimal performance.
• Provides leadership to team through effective objective setting, delegation, and communication based on direction from senior management.
• Addresses issues of concern related to performance providing constructive and ongoing feedback and consequences if performance remains below standards.
• Provides regular performance updates and recommendations to senior management.
• Responsible for effective hiring of all new team members.
• Continually searches for ways to improve results and effectiveness.
• Responsible for recommending process/operational improvement.
• Ensures that all administrative guidelines are followed for reporting and paperwork.
• Follows all company policies and procedures, including but not limited to safety 
• Other duties as assigned.

 

* Duties may vary by location.

 

Minimum Requirements:

 

• Bachelor's degree. 
• 5-9 years’ experience managing a customer service function.

• Excellent computer competency is required, including a minimum of 3-year experience Microsoft Excel, Word, and Outlook.
• Familiarity with ERP, customer service or related computer software.
• Ability to manage projects and resources.

• Must be able to communicate in English effectively, both verbally and in writing.
• Valid driver's license required.
• Ability to work overtime with little notice; weekends hours may occasionally be required.

 

Preferred Qualifications:

 

• Advanced college degree.
• Customer Service experience within an HVAC business setting.

 

Additional Knowledge, Skills and Abilities: <