Customer Service Call Center Leader

Tri-State Water, Power & Air; Cape Girardeau (MO); On-site; USD 50,000 - 70,000; Full time

Job summary

Tri-State Water, Power & Air in Cape Girardeau, MO is seeking a Customer Service Assistant Manager to oversee daily operations, performance, and goals of our customer service department. You will partner with leadership to keep the call center performing at a high level and ensure customers receive a positive, consistent experience.

The ideal candidate will have call center leadership experience, strong analytical and organizational skills, and understand both customer service and sales

Qualifications

• Ideal candidate has call center leadership experience and strong analytical skills.
• Understands both customer service and sales environments.
• ServiceTitan experience is a major plus.

Responsibilities

• Drive daily performance of the customer service call center with a focus on first-call resolution and customer satisfaction.
• Monitor call center performance and identify opportunities to improve efficiency, quality, and customer experience.
• Track, analyze, and report on KPIs.
• Handle customer escalations and work toward timely, effective resolutions.
• Train, coach, and support customer service representatives and call center agents.
• Assist with reviewing technician routes and assignments to improve efficiency and productivity.
• Oversee special projects and initiatives within the customer service department.
• Execute monthly membership campaigns and drive membership engagement and growth.
• Manage a variety of administrative responsibilities to support daily department operations.
• Collaborate with leadership to establish goals, monitor progress, and implement improvements.
• Help create a team culture focused on accountability, customer satisfaction, and results.

Skills

Call center leadership

Customer service & sales

Data analysis

Leadership

Coaching

Time management

Attention to detail

Tools

ServiceTitan

CRM systems

Excel

Job description

Tri-State Water, Power & Air in Cape Girardeau, MO is seeking a Customer Service Assistant Manager to oversee daily operations, performance, and goals of our customer service department. You will partner with leadership to keep the call center performing at a high level and ensure customers receive a positive, consistent experience.

The ideal candidate will have call center leadership experience, strong analytical and organizational skills, and understand both customer service and sales