Customer Service Manager

Woods Comfort Systems; San Marcos (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Employee Discounts

Career growth opportunity

Paid Holidays

PTO

Sick Pay

401(k)

Job summary

Woods Comfort Systems in Texas is seeking a Customer Service Manager to lead a team of service representatives, shaping strategies to optimize call center operations, improve efficiency, and raise customer satisfaction.

The role focuses on coaching staff, monitoring KPIs, reducing call-backs, and promoting additional services. Experience in high-volume dispatch or call centers, plus ServiceTitan familiarity, is highly valued.

Qualifications

• Seasoned leader 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
• Home Services experience highly preferred
• ServiceTitan Experience highly preferred
• 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.
• 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.

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.

Skills

Leadership

Dispatching experience

Call center

Home services

ServiceTitan

People oriented

Ambition to win

Collaborative

Initiative

Process optimization

KPI driven

Job description

Overview

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:

• Seasoned leader 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
• Home Services experience highly preferred
• ServiceTitan Experience highly preferred
• 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.
• 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.

What We Offer!

• Industry Leading Benefits Package
• Medical, Dental, Vision
• Employee Discounts
• Career growth opportunity
• Paid Holidays, PTO, Sick Pay available based on position and tenure
• 401(k)