Customer Service Rep Manager

Harris Plumbing, Heating, Air, & Electrical is a growing, full-service residential plumbing, heating, air and electrical company located in NJ, PA and DE. Locally-owned and operated, our team provides homeowners in the Tri-State with 5-star residential home services, all delivered through a proven, customer-focused service system.

Job Summary

As the Customer Service Representative Manager, you will oversee daily operations of the customer service team, ensuring efficient and effective handling of customer inquiries, complaints, and feedback. You will coach, mentor, and lead a team of customer service representatives to maintain high levels of customer satisfaction and continuous improvement.

Key Responsibilities

• Lead, manage, and support a team of customer service representatives.

• Develop and implement customer service policies, procedures, and standards.

• Monitor team performance through KPIs and customer satisfaction metrics.

• Handle escalated customer issues and resolve complaints in a timely manner.

• Conduct regular training, coaching, and performance evaluations.

• Collaborate with cross-functional teams to improve the customer experience.

• Analyze customer feedback and trends to recommend service improvements.

• Maintain a high level of professionalism and empathy in all customer interactions.

Qualifications

• Proven experience as a customer service manager, team lead, or similar role (3+ years preferred).

• Strong leadership and team-building skills.

• Excellent written and verbal communication abilities.

• Proficiency in customer service software and CRM systems.

• Ability to multitask and prioritize in a fast-paced environment.

• Strong problem-solving and conflict resolution skills.

• Bachelor's degree in Business Administration or a related field is a plus.

Benefits

• Competitive salary and performance bonuses

• Health, dental, and vision insurance

• 401(k) with company match

• Paid time off and holidays

• Opportunities for professional growth and advancement

• Supportive and collaborative team environment

Job Type: Full-time

Work Location: In person