Customer Service Manager

Confidential Jobs; San Antonio (TX); On-site; USD 65,000 - 100,000; Full time

Benefits offered by this job

Industry Leading Benefits Package

Employee Discounts

Paid Holidays and PTO

Job summary

Confidential Jobs in San Antonio is seeking a Customer Service Manager to lead a regional team of representatives, driving performance and a culture of excellence. You will develop strategies to optimize call center operations and exceed service levels.

Responsibilities include coaching agents, measuring customer satisfaction, promoting upsells, and reducing call-backs, with a focus on process improvement and teamwork to deliver outstanding results.

Qualifications

• 5-10 years of leadership in call center or dispatch environments.
• Experience in fast-paced, high-volume settings.
• Knowledge of Service Titan and trades (preferred).
• Servant leadership with focus on team and customer needs.

Responsibilities

• Lead and inspire a team of customer service representatives to deliver outstanding performance.
• Optimize call center operations and improve satisfaction.
• Measure customer satisfaction and monitor sales outcomes from calls.
• Identify opportunities to upsell during calls and improve revenue per contact.
• Monitor call quality, script adherence, and overall agent performance.

Skills

Leadership

Call center

Customer relations

Sales experience

Team motivation

Tools

ServiceTitan

Job description

Currently seeking a Customer Service Manager to support the San Antonio Metropolitan region. As our Customer Service Manager, you'll play a pivotal role in our team's success by leading and inspiring a team of customer service representatives to deliver outstanding performance. You'll develop and implement strategies to optimize call center operations, enhance efficiency, and improve customer satisfaction. Your leadership will drive continuous improvement, foster a culture of collaboration, and ensure we exceed service level expectations.

Duties/Responsibilities:

• Ensuring efficient call handling to maximize productivity while maintaining service quality.
• Minimizing the need for customers to call back by resolving their issues in the first interaction.
• Measuring customer satisfaction to gauge the effectiveness of service delivery.
• Tracking the percentage of calls that result in sales or desired outcomes.
• Maximizing the value generated from each customer interaction.
• Monitoring the percentage of callers who hang up before reaching an agent, aiming to reduce abandonment rates.
• Identifying opportunities to increase sales by promoting additional products or services during calls.
• Evaluating individual agent performance based on metrics such as call quality, adherence to scripts, and sales effectiveness.

Qualifications:

• 5-10 Years Leadership Experience: Seasoned leaders with a proven track record of success in leading teams and driving operational excellence.
• Prior experience in fast paced, high-volume Dispatching, Call Center and/or Customer Service environments
• Service Titan and Trades knowledge (Preferred)
• Servant Leaders: Those who lead with humility, putting the needs of the team and customers above their own.
• Passionate About People: Individuals who genuinely care about making a positive impact on the lives of others.
• Hungry to WIN!: Ambitious individuals who are driven to achieve excellence and surpass.
• Collaborative: We believe in teamwork and recognize that success is a collective effort. Positive Team Player: Someone who brings positivity and enthusiasm to the workplace, uplifting those around them.
• Customer Relations and Sales Experience: Experience in building strong customer relationships and driving sales growth.
• Takes Initiative: Proactive individuals who are not afraid to take charge and drive initiatives forward.
• Process Oriented: Detail-oriented individuals who excel at creating and optimizing processes for maximum efficiency.
• KPI/Metric Driven: Those who are results-focused and thrive in an environment driven by key performance indicators and metrics.
• Valid State Drivers License
• Business Hours: Monday – Saturday, 7:00 am to 7:00 Workdays and Work Hours may vary

Physical Demands:

• Stand/Sit: Must be able to remain in stationary position 50% of the
• May be required to bend, climb (Stairs/Ladders), do repetitive motion, kneel, reach, squat, stand, crawl, walk, and run
• May be required to drive and sit for long periods of time
• Must be able to maneuver up to 75 lb. by lifting, carrying, pushing or
• May be required to work in outdoor weather

What We Offer!

• Industry Leading Benefits Package
• Employee Discounts
• Paid Holidays, PTO, Sick Pay available based on position and tenure