Customer Service Manager

Overview:

Service Side Mechanical is currently seeking a Customer Service Manager to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. Our Customer Service Manager will oversee the daily operations of our call center, ensuring efficient and effective customer service delivery. The successful candidate will lead a team of customer service representatives, provide coaching and training, and implement strategies to improve customer satisfaction and operational performance.

Service Side Mechanical started 12 years ago looking to make an impact on the National Commercial HVAC industry by paying close attention to detail. We've grown to 17 locations across Florida, Georgia, Alabama, Texas, Indiana, Illinois, New York and California, with our headquarters located in Orlando, FL, servicing customers every day and continuing to grow into the industry standard for all things HVAC. Making servicing others our priority, we constantly develop our skills and experience to efficiently and professionally deliver unbeatable service.

The candidate must be located within a commutable distance to downtown Orlando Florida. This is an office-based position.

What's In It For Me?

• Salary Range ($55,000-85,000) depending on experience
• Robust PTO Plan
• Health, Vision and Dental plans for you and your family
• Life Insurance, Short-Term and Long-Term Disability
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment

Coached and supported career growth

Responsibilities:

What Will I Do?

• Leadership and Management:
• Supervise and manage the call center staff, including hiring, training, and performance evaluation.
• Foster a positive and collaborative team environment.
• Customer Service Excellence:
• Develop and implement customer service policies and procedures.
• Monitor call center metrics and KPIs to ensure high levels of customer satisfaction and efficiency.
• Handle escalated customer issues and provide solutions in a timely manner.
• Operational Efficiency:
• Manage scheduling, staffing, and resources
• Analyze call center data and reports to identify trends and areas for improvement.
• Implement technology and process improvements to enhance operational efficiency.
• Training and Development:
• Develop training programs and materials for new hires and ongoing staff development.
• Conduct regular training sessions and workshops to enhance team skills and knowledge.
• Reporting and Analysis:
• Prepare and present regular reports on call center performance, including metrics on call volume, response time, and customer feedback.
• Use data analysis to drive strategic decision-making and continuous improvement.

Qualifications:

Do I Have What it Takes?

• Bachelor’s degree in business administration, Communications, or related field.
• Proven experience in call center management in HVAC services is highly preferred
• B2B in National Accounts experience will be beneficial for this position
• Strong leadership and team management skills a must.
• Excellent communication and interpersonal skills.
• Proficiency in call center software and CRM systems.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Ability to handle stressful situations and resolve conflicts effectively.

Job Type: Full-time

Pay: $55,000.00 - $85,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person