Customer Service Manager
Job Description
Are you a dynamic leader who thrives on making a difference? Do you have the passion to inspire a team and the drive to deliver exceptional customer service? If so, Bee's Plumbing is looking for YOU to join our team as our Customer Service Manager!
Why Join Us?
At Bee's Plumbing, we are an ideal home services company driven by our core values of ethics and integrity. As the Customer Service Manager, you'll have the opportunity to lead a team of talented Customer Service Representatives (CSRs) who book and schedule service calls. Your goal? To achieve department call and sales targets while fostering a positive work environment.
Key Responsibilities:
- Lead & Motivate: Inspire your team to excel and meet daily revenue and booking goals.
- Employee Development: Train staff to convert calls into booked service appointments, increase referrals, and gain repeat business.
- Customer Satisfaction: Establish customer satisfaction metrics and ensure quick resolutions for escalated complaints.
- Performance Monitoring: Review recorded calls, provide feedback, and coach staff to achieve sales goals.
- Collaboration: Work closely with the Dispatch Manager to ensure seamless operations.
- Scheduling & Staffing: Ensure sufficient staffing levels to meet customer demand, manage schedules, and cover shifts as needed.
- Company Culture: Promote brand enthusiasm, loyalty, and a positive team culture during daily huddles, team meetings, and one-on-one sessions.
- Training & Strategy: Refine call scripts, create a cost-effective training program, and stay informed on market trends.
Performance Indicators
- Ensure a full 3-day call board.
- Meet or exceed target booking rates.
- Maintain an error rate of less than 5%.
- Guarantee CSR attendance and punctuality.
- Foster clear communication, emotional intelligence, and effective conflict management.
- Build strong relationships, make strategic decisions, and develop talent within the team.
What We're Looking For
- Proven leadership experience in a customer service role.
- Strong communication, coaching, and conflict resolution skills.
- Ability to inspire a team and promote a healthy work environment.
- Self-motivated with a passion for continuous improvement.
Perks & Benefits:
- Competitive salary and performance-based incentives.
- Opportunities for professional growth and development.
- A positive and supportive work culture that values your contributions.
Ready to set the tone and lead a high-performing team?
Apply today to join Bee's Plumbing as our next Customer Service Manager and help us shape the future of home services!
Job Type: Full-time
Pay: $26.00 - $29.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- Day shift
Ability to Relocate:
- Seattle, WA 98106: Relocate before starting work (Required)
Work Location:
- In person