Customer Service Manager

Description

Are you looking for an exciting position where you can gain valuable skills and start your career? Look no further than Delta Mechanical Inc.  

At Delta Mechanical, we're more than just a plumbing company; we're a family built on a foundation of integrity, excellence, and unwavering dedication to our craft. Since our humble beginnings in 1996, we've grown from a small-scale family business to a nationwide enterprise, setting new standards of excellence every step of the way. 

Why join us? Here's why: 

Commitment to Excellence: We pride ourselves on delivering exceptional plumbing services ranging from routine maintenance to complex installations and emergency repairs. We're committed to excellence in every aspect of our work. 

Culture of Innovation: We stay ahead of the curve by embracing the latest technological advancements in the plumbing industry.  

Nationwide Presence: With branches in multiple cities and states across the country, Delta Mechanical offers opportunities for relocation and growth.  

Job Summary

This position is responsible for leading the daily operations of the customer service department through managing a team of customer service representatives and supervisor(s). This position will ensure that Delta Mechanical, Inc. provides a high level of customer service to both internal and external customers.

Essential Job Functions

• Lead, manage & hold accountable team of customer services supervisor(s) and/or representatives to answer inbound service requests via phone and email; and perform outbound calling to existing clients as necessary to schedule appointments.
• Collaborating with senior management and setting goals for projects and the department.
• Planning projects to meet business goals by identifying the resources needed to achieve targets and breaking requirements down into tasks.
• Overseeing worker performance using performance reports and personal observation.
• Ensuring employees have a suitable work environment regarding factors such as equipment, administrative support services, and workspaces.
• Assessing corporate needs for new employees, working with human resources to develop recruiting materials, advertising for open positions, and conducting the recruitment process as the hiring manager.
• Overseeing the support systems that enable employee performance in one's department.
• Identifying training needs in the workforce, developing training programs, and implementing them.
• Developing new company policies and protocols that are in line with corporate values and interests.
• Evaluating employee compliance to company policies and procedures, identifying patterns in noncompliance, taking remedial actions to motivate workers to comply, implementing disciplinary actions against repeat offenders, and improving compliance.
• Manage the day-to-day operational activities of the Customer Service Representatives and/or Supervisor(s) who have responsibility for daily operational tasks in a customarily recognized department or functional area of the organization.
• Assist with all personnel management, ensure appropriate wage and work hour laws are followed, and provide input to goal setting for the functional area.
• Understand all aspects of call center - i.e. booking a sales lead, customer care calls, working with dispatch, and handling escalations.
• Maintain associate performance records including attendance, complaints and disciplinary action. Analyze data in spreadsheets to determine staff performance and deficiencies.
• Provide ongoing coaching, development, and performance feedback with management consultation.
• Successfully handle call center concerns using company procedure and communicating all issues to the proper level of management.
• Oversee and ensure conflict resolution between associates and customers
• Ensure that all associates follow the company's best practices for call center management and operations
• Communicate company goals to associates so every associate understands his or her role
• Ensure sufficient staffing to match the business demand and seasonal spikes; manage scheduling & overtime.
• Acts as a role model for professional behavior and performance at all times
• Display a professional attitude, conduct, and appearance at all times
• Ensures confidentiality of internal and external data
• Process insurance claims in a timely manner as instructed
• KPI reporting for calls, booking rates, cancelled calls
• Completes all required Company training/compliance courses as assigned. 
• Adheres to Company standards and maintains compliance with all policies and procedures.
• Perform related dut