Call Center Customer Success Manager — Lead & Coach

Standard Heating & Air Conditioning Inc; Minneapolis (MN); On-site; USD 65,000 - 95,000; Full time

Job summary

Standard Heating & Air Conditioning Inc is seeking an experienced on-site Call Center Manager to lead the daily activities of the Customer Success/Call Center team. You will coach and coach the team, monitor metrics, recruit staff, and partner with vendors to improve service quality in a fast-paced environment.

You will directly influence customer loyalty by delivering timely responses via calls, texts, emails, and other channels while maintaining strong communication and organizational

Qualifications

• 3+ years of customer service, customer relationship, or call center experience.
• 2+ years of management or supervisory experience.
• Strong verbal and written communication, organization, and project management skills, with the ability to meet deadlines and work as part of a team.
• Demonstrated ability to prioritize competing needs and adapt to changing circumstances.
• Experience with data analysis and using metrics to coach performance.

Responsibilities

• Lead and coach the call center team to achieve booked/answered call goals and improve service quality.
• Direct daily operations, recruit team members, and manage staffing plans.
• Monitor technology, systems, and vendor relationships to support business needs.
• Analyze call center data to identify improvement opportunities and implement process changes.
• Provide hands-on support for inbound/outbound calls, texts, and emails as needed.
• Communicate clearly to maintain team focus and resolve conflicts with empathy.

Skills

Leadership

Communication

Problem solving

Team coaching

Customer service

Decision making

Time management

Tools

MS Office

CRM systems

Phone systems

Job description

Standard Heating & Air Conditioning Inc is seeking an experienced on-site Call Center Manager to lead the daily activities of the Customer Success/Call Center team. You will coach and coach the team, monitor metrics, recruit staff, and partner with vendors to improve service quality in a fast-paced environment.

You will directly influence customer loyalty by delivering timely responses via calls, texts, emails, and other channels while maintaining strong communication and organizational