Customer Service Manager

HireAligned; City of Tonawanda (NY); Presencial; USD 75 000 - 95 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company match

Paid time off

Paid holidays

Leadership development opportunities

ServiceTitan platform

Resumo da oferta

Frank's Mr. Plumber is seeking a Customer Service Manager to oversee customer service and dispatch operations. You will lead CSRs and Dispatchers, coach staff, and drive performance using technology and KPIs in a fast-paced home services environment.

The role emphasizes operational excellence, team development, and collaboration with leadership to improve processes and customer satisfaction. A strong leader with experience in home services or call centers is ideal, with opportunities for career

Qualificações

• 3-5 years of experience in customer service, call center, or operations leadership roles.
• Proven track record of leading and developing customer service or dispatch teams.
• Strong leadership, communication, and conflict-resolution skills.
• Analytical mindset with experience using KPIs to drive team performance.
• Excellent organizational and problem-solving abilities.

Responsabilidades

• Supervise and mentor a team of CSRs and Dispatchers, ensuring high standards of customer care.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews to support team development.
• Recruit, onboard, and train new team members as the department expands.
• Review recorded calls to provide actionable feedback and improve booking conversion rates and call quality.
• Oversee daily dispatch operations, maximizing technician utilization and schedule efficiency.
• Monitor and analyze department KPIs, implementing strategies for continuous operational improvement.
• Step in to assist with CSR or Dispatcher duties during high-volume periods or staffing shortages.
• Collaborate with company leadership to enhance operational processes and communication.
• Foster a positive, accountable, and customer-focused team culture.

Conhecimentos

Customer service leadership

Call center leadership

Operations management

KPIs analysis

Ferramentas

ServiceTitan

Descrição da oferta de emprego

Frank's Mr. Plumber is seeking a talented and experienced Customer Service Manager to oversee and elevate our customer service and dispatch operations. As a recognized leader in the home services industry, Frank's Mr. Plumber prides itself on delivering exceptional customer experiences from the very first interaction through job completion. This full-time position is ideal for a proven leader with a strong background in customer service, call center, or operations management, and who thrives in a fast-paced environment where operational excellence and team development are paramount.

As a Customer Service Manager, you will play a pivotal role in ensuring customers receive top-tier service and support throughout their journey with us. This involves managing both Customer Service Representatives (CSRs) and Dispatchers, driving performance, and fostering a positive and accountable team culture. You will be responsible for coaching and developing your team, monitoring key performance indicators, and collaborating with leadership to continuously improve our processes. Your efforts will directly impact our company's growth, technician utilization, and customer satisfaction metrics.

Frank's Mr. Plumber provides a supportive work environment where you will find meaningful career development opportunities and the chance to make a genuine difference in both the team's and company's success. Modern technology platforms, including ServiceTitan, are leveraged to optimize operations and provide you with the tools needed to excel in your role. Employees enjoy comprehensive benefits, including medical, dental, vision, and life insurance, a 401(k) plan with company match, paid time off, holidays, and performance-based bonuses. The company is committed to work-life balance and leadership development, making it an attractive workplace for customer service professionals seeking a long-term career.

Located in a vibrant and thriving area, our team members benefit from a supportive local community and the chance to work for a company that values growth, integrity, and exceptional service delivery.

Customer Service Manager - Summary

• Lead and manage customer service and dispatch operations to deliver outstanding customer experiences.
• Coach and develop a team of Customer Service Representatives and Dispatchers.
• Utilize technology and performance metrics to drive operational excellence and continuous improvement.
• Work full-time in a collaborative environment with opportunities for advancement and professional growth.

Duties & Responsibilities

• Supervise and mentor a team of Customer Service Representatives and Dispatchers, ensuring high standards of customer care.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews to support team development.
• Recruit, onboard, and train new team members as the department expands.
• Review recorded calls to provide actionable feedback and improve booking conversion rates and call quality.
• Oversee daily dispatch operations, maximizing technician utilization and schedule efficiency.
• Monitor and analyze department KPIs, implementing strategies for continuous operational improvement.
• Step in to assist with CSR or Dispatcher duties during high-volume periods or staffing shortages.
• Collaborate with company leadership to enhance operational processes and communication.
• Foster a positive, accountable, and customer-focused team culture.

Salary & Benefits

• Competitive base salary with performance-based bonus opportunities.
• Comprehensive health benefits, including medical, dental, vision, and life insurance.
• 401(k) plan with company match for long-term financial planning.
• Generous paid time off and paid holidays to support work-life balance.
• Access to leadership development programs and advancement opportunities.
• State-of-the-art technology platforms, such as ServiceTitan, to support operational success.

Qualifications & Requirements

• Minimum 3-5 years of experience in customer service, call center, or operations leadership roles.
• Proven track record of leading and developing customer service or dispatch teams.
• Strong leadership, communication, and conflict-resolution skills.
• Analytical mindset with experience using KPIs to drive team performance.
• Excellent organizational and problem-solving abilities.
• Home services industry experience is strongly preferred.
• Familiarity with ServiceTitan or similar platforms is a plus.

Ideal Candidate Snapshot

• Demonstrates a passion for excellent customer service and team leadership.
• Thrives in a dynamic, fast-paced environment and adapts quickly to change.
• Has a proven ability to mentor and develop employees, fostering a positive work culture.
• Is highly organized, detail-oriented, and committed to continuous improvement.
• Seeks a meaningful, long-term career with opportunities for growth and advancement.
• Possesses strong problem-solving skills and the ability to manage multiple priorities.

Other Relevant Information

• This is a full-time employment opportunity with a respected company in the home services sector.

Frank's Mr. Plumber is committed to creating a workplace environment that values diversity, inclusion, and equal opportunity for all.

Employees benefit from a strong organizational culture focused on growth, collaboration, and operational excellence.

Equal Opportunity Employer