Customer Service Manager

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

• Customer service mindset with both internal and external customers.
• Ability to work independently and as part of a team
• Strong work ethic and ability to demonstrate consistent and effective leadership behaviors.
• Capable of making good judgments/decisions.
• Strong interpersonal communication and collaboration skills.
• Excellent verbal and written communication skills.
• Able to work in a fast-paced environment.
• Strong organizational skills, attention to detail and the ability to multi-task.
• Demonstrated ability to learn industry, company, product or technical knowledge and effectively convey that knowledge to customers.
• Willingness to learn and be a part of a team.
• Positive attitude and a team player.
• Related work experience may be substituted for education
• Ability to build positive relationships with customers, both internal and external.
• Willingness and ability to work collaboratively with all levels of the organization.
• Safety mindset and acceptance of a safety culture.

Working Conditions

• Open office environment.
• Fast-paced environment.

Physical Requirements

• Must be able to lift/move up to 20 pounds frequently.
• Frequently performs tasks requiring bending at the waist, kneeling or crouching.
• Must be able to adhere to long periods of standing, walking or sitting.
• Ability to hear, understand and distinguish speech and/or other sounds to operate phones or other office equipment safely.
• With natural or corrected vision, able to see and focus for close, distance, peripheral vision with normal depth perception.
• Ability to express or exchange ideas by means of the spoken word to impart oral information to others.
• Ability to enter text or data into a computer by means of a traditional keyboard or 10-key numeric keypad.
• Must be able to use arms and hands to reach overhead, signal, grab, hold, lift, turn, push and pull objects and tools.

Additional information

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Airtron.