Contact Center Manager/ Customer Service Manager

Benefits:

401(k)
401(k) matching
Bonus based on performance
Competitive salary
Health insurance
Opportunity for advancement
Paid time off
Training & development

About the Role:

Join Mac Vik Plumbing as our Contact Center Manager/Customer Service Manager, where you will lead a dynamic team dedicated to exceptional customer experiences. This role is perfect for a passionate leader who thrives in a fast-paced environment and is eager to make a difference in our Golden, CO community.

Responsibilities:

Oversee daily operations of the contact center, ensuring high-quality customer service.
Manage and mentor customer service representatives to enhance team performance.
Develop and implement strategies to improve customer satisfaction and retention.
Monitor key performance metrics and prepare regular reports for management.
Handle escalated customer inquiries and resolve complex issues efficiently.
Collaborate with other departments to streamline processes and improve service delivery.
Conduct training sessions to ensure team members are knowledgeable about products and services.
Stay updated on industry trends and best practices to maintain a competitive edge.

Requirements:

Proven experience in customer service management, preferably in a contact center environment.
Strong leadership skills with a focus on team development and motivation.
Excellent communication and interpersonal skills for effective customer interaction.
Ability to analyze data and make informed decisions based on performance metrics.
Familiarity with customer relationship management (CRM) software.
Problem-solving mindset with a commitment to customer satisfaction.
High school diploma required; bachelor’s degree in business or related field preferred.
Experience in the plumbing or home services industry is a plus.

About Us:

Mac Vik Plumbing has been serving the Golden, CO community for over 20 years, providing reliable and high-quality plumbing services. Our customers love us for our commitment to excellence, while our employees appreciate a supportive work environment that fosters growth and teamwork.

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