Customer Service Manager
Nextech

Job Info

---

Overview

Overview:

We are proud to be America's Largest Independent Self-Performing HVAC/R Service Provider. Over the past 30 years, our continued focus on Quality, Value, and Integrity has enabled us to create strong relationships with thousands of long-term customer partners.

As we continue to expand, our focus remains on providing a top-notch work experience for our employees. If you are a quality-oriented individual who values integrity and hard work, then we want to talk to you! With our excellent review ratings on both Indeed and Glassdoor, Nextech has become the place to be for those in the HVAC Industry. Come join our team and start moving your career forward!

Role:

The Customer Service Manager manages communications between the Company and its current and potential customers. This role provides excellent customer service, leadership and organizational skills in every interaction while assisting customers/potential customers with any issues, complaints, or inquiries. The Customer Service Manager role oversees a team of people who respond to inquiries from prospective, current, and past customers. A successful customer service manager uses both technical expertise and interpersonal skills to run the Customer Service center. This person is a manager and a leader.

Benefits:

• Excellent Health Insurance options including a FREE employee only option
• Dental, Vision, Accident, Critical Illness, Disability and Supplemental Life Insurance options
• FREE life insurance equal to your annualized pay rate
• 401k with a 50% match up to the first 6% of your contributions
• 7 paid Holidays
• 2 paid Personal days
• 10 paid Vacation days

Responsibilities
Essential Duties and Responsibilities:

• Creates a culture within the Customer Service Department of exceptional service to our valuable customers, as well as transparency in reporting results, trends, and issues to Senior Management
• On an ongoing basis, responsible for monitoring performance of the Customer Service Teams to ensure that service levels are met
• Developing strategies to better manage dramatic increases in volumes or unusual patterns of absence among Customer Service Representatives
• Ultimate responsibility for managing the Call Center Department staffing needs, including analysis of call patterns, service trends and attendance so that required service levels are met
• Working with Night Shift/Weekend teams to ensuring the afterhours portion of the company is working in the same manner as the day shift
• Developing and managing to aggressive goals around voluntary and involuntary turnover within the Customer Service Department
• Support the team by rewarding outstanding performance and providing discipline, when needed, for representatives failing to meet standards
• Responsible for ensuring that the Customer Service Department has procedures in place to ensure that all methods of contact (inbound calls, e-mail, etc.) receive a high level of responsiveness
• Responsible for developing and implementing departmental policies and procedures, including coordination with Leadership from other departments
• Audits customer service procedures and trends and determines system improvements
• Enforces company policies and procedures
• All other duties as assigned

Required Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills
• Business focus, which demonstrates an understanding of company's vision and strategy.
• Proven leadership skills.
• Process improvement
• Strong decision-making skills
• Ability to manage processes
• Staffing

Qualifications
Education and Experience:

• 10 years of experience with Microsoft Suite (Word, Excel, and Power Point)
• 5+ years of experience with customer management systems
• Must have 7 years' experience managing a call center environment of 50 or more
• High school or equivalent, Associate Degree/Bachelor's Degree preferred
• Prior experience in Call Center setting preferred
• Experience in HVAC Industry or other service business preferred
• Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership experience
• Experience working in a fast-paced environment with changing priorities and goals
• A strong track record of exceeding client performance goals and delivering world-class customer service results while also driving strong financial results
• Bachelor's degree preferred

Physical requirements:

• Able to operate a computer and other office productivity machinery, such as a copy machine, telephone and computer printer
• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15 lbs
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
• Rarely requires climbing
• Up to 30% Travel may be required

This job has expired.