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.

Manage staff that books and schedules service calls and do whatever is necessary to achieve department booked call and sales goals.

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

Experience:

• Call center management: 3 years (Preferred)

Work Location: In person