What are the responsibilities and job description for the Customer Service Rep Manager position at Harris Heating, Plumbing, Air & Electric?
The Role
Manage staff that books and schedules service calls and do whatever is necessary to achieve department booked call and sales goals.
Salary: 60K to 75k
Responsibilities
- Generate an inbound and outbound call schedule to boost sales.
- Supervise and train staff on how to convert calls into booked service appointments.
- Manage dispatch to ensure the right technicians are matched to every job.
- Author and refine call scripts so they’re clear, compelling and result in more appointments.
- Get potential customers excited about the company and encourage them to spread the word.
- Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
- Become an expert of your market, know the customer needs and how best to engage them.
- Monitor performance of staff, review recorded calls and advise them on how to promote sales.
- Adhere to the company’s plan for resolving customer complaints quickly and favorably.
- Formalize a coaching and training platform that’s cost effective and measurable.
- Show employees how their individual contributions matter to the company’s success.
- Coach employees on how to build trust and demonstrate empathy with customers.
- Regularly present reports to senior leaders in an easy-to-understand format.
- Ensure sufficient staffing to match the business demand and seasonal spikes.
Qualifications
- 6 years contact center experience with at least 3 years of supervisory/management experience
- Advanced knowledge of Excel; proficient with other Microsoft Office applications
- Knowledge of call center fundamentals
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Call center management: 3 years (Preferred)
Work Location: In person
Salary : $60,000 - $75,000
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