Call Center Manager

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Job description

Overview:
Jazz Home Services is a top-notch Northern California contractor focused on providing significant value to our residential customers. We've been in business for 30+ years, and our growth continues due to our excellent reputation and company culture. We treat our teams like family, which enables them to treat our customers with the same respect. We're always looking for people who are self-motivated and customer focused. We're looking for someone who loves helping people and wants to be part of improving lives every day.

If you are looking to take your career to the next level with an outstanding company, look no further! Jazz Home Services is looking for a driven call center management we are in Pleasanton, CA. Jazz Home Services is a premier provider of heating, cooling and plumbing services across the Bay Area. Our company provides an excellent work environment and is passionate in its dedication to achievement with the utmost emphasis on building excellent customer relationships.

RESPONSIBILITIES:

Demonstrates our core values every single day: Service, Teamwork, Integrity, and Quality

Strives for nothing below a 5-star customer experience with every interaction

Continuously improves Customer Excellence department procedures & protocols

Develops curriculum and trains new hires as well as existing CSRs/Dispatchers to ensure consistent and accurate standards of operation are met

Monitors the quality of staff interactions to ensure excellent customer service

Utilizes appropriate training resources to support and continually develop staff skills

Provides additional training to staff that need further support

Holds staff accountable for engaging with customers in a courteous and helpful manner

Ensures Dispatch Board & Technicians' schedules are optimized on a daily basis

Keeps up with service and product information and updates

Provides timely feedback to management regarding service failures and/or client concerns

Answers customers' calls and inquiries via company's social media accounts and other web services

Handles any escalated customer complaints in a professional manner and provides resolutions

Demonstrates positive and cooperative behavior with customers and coworkers

Maintains required documentation and records to meet best practices

Maintains strict confidentiality of company data and other employment information

Maintains confidentially on all private, sensitive, and proprietary business issues and concerns

Performs other related tasks, duties and responsibilities as assigned by manager

The company reserves the right to add or change duties as needed

QUALIFICATIONS:

A minimum of three (3+) years of call center supervisory/management experience required; call center experience in HVAC and/or Plumbing industry highly desired

Friendly, Enthusiastic and Engaging personality that blends well with a fast-paced, goal-driven environment

Positive team-player that works well with others and demonstrates good camaraderie skills

Ability to build relationships with a wide variety of internal and external contacts

Excellent written and verbal communication skills

Must have great attention to detail and organizational skills with the ability to manage multiple tasks and multiple deadlines

Ability to cope with pressure and rapidly changing priorities

Ability to remain calm, patient and professional when dealing with difficult customers / situations

Ability to achieve targets and goals

Ability to recognize when staff needs additional training and/or assistance

Microsoft Office proficiency/ technologically savvy

Familiarity with Service Titan software a big plus

Must be able to pass background check and drug screen

Must be authorized to work in the United States

Physical Demands:

Stand/Sit: Must be able to remain in the stationary position for 50% of the

May be required to bend, climb (stairs or ladders), do repetitive motion, kneel, reach, squat, stand, crawl, walk, and run.

May be required to drive and sit for long periods of time.

May be required to maneuver up to 25 lb. by lifting, carrying, or pushing

Pay Transparency:

The starting rate for this opportunity ranges from $85k-$105K a year, based on experience. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Other rewards may include incentive plan opportunities and annual bonus eligibility.

We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate's salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rating based on location and experience.

Apex Service Partners is an equal opportunity employer. We provide equal employment opportunities to everyone, regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by an Apex recruiter with removed) email directly from our organization.

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