Job Description

Get AI-powered advice on this job and more exclusive features. We are a top-notch Southern California contractor focused on providing significant value to our residential customers. We’ve been in business for 30+ years, and our growth continues due to our excellent reputation and company culture. We treat our teams like family, which enables them to treat our customers with the same respect. We’re always looking for people who are self-motivated and customer focused. We're looking for someone who loves helping people and wants to be part of improving lives every day. Currently seeking a Call Center Manager to support our location in the Los Angeles, CA area. The Call Center Manager is responsible for overseeing the daily operations of a call center, ensuring efficiency, customer satisfaction, and team performance. Their role includes managing staff, optimizing processes, and ensuring the team meets business objectives. Responsibilities: Demonstrates our core values every single day: Service, Teamwork, Integrity, and Quality Strives for nothing below a 5-star customer experience with every interaction Continuously improves Customer Excellence department procedures & protocols Develops curriculum and trains new hires as well as existing CSRs/Dispatchers to ensure consistent and accurate standards of operation are met Monitors the quality of staff interactions to ensure excellent customer service Utilizes appropriate training resources to support and continually develop staff skills Provides additional training to staff that need further support Holds staff accountable for engaging with customers in a courteous and helpful manner Ensures Dispatch Board & Technicians' schedules are optimized on a daily basis Keeps up with service and product information and updates Provides timely feedback to management regarding service failures and/or client concerns Answers customers' calls and inquiries via company’s social media accounts and other web services Handles any escalated customer complaints in a professional manner and provides resolutions Demonstrates positive and cooperative behavior with customers and coworkers Maintains required documentation and records to meet best practices Maintains strict confidentiality of company data and other employment information Performs other related tasks, duties and responsibilities as assigned by manager The company reserves the right to add or change duties as needed Qualifications: Position is located in Los Angeles County. Candidate MUST live within the LA Region and/or able to commute to location A minimum of three (3+) years of call center supervisory/management experience required; call center experience in HVAC and/or Plumbing industry highly desired Friendly, Enthusiastic and Engaging personality that blends well with a fast-paced, goal-driven environment Positive team-player that works well with others and demonstrates good camaraderie skills Ability to build relationships with a wide variety of internal and external contacts Excellent written and verbal communication skills Must have great attention to detail and organizational skills with the ability to manage multiple tasks and multiple deadlines Ability to cope with pressure and rapidly changing priorities Ability to remain calm, patient and professional when dealing with difficult customers / situations Ability to achieve targets and goals Ability to recognize when staff needs additional training and/or assistance Microsoft Office proficiency/ technologically savvy Familiarity with Service Titan software a big plus Must be able to pass background check and drug screen Must be authorized to work in the United States Physical Demands: Stand/Sit: Must be able to remain in the stationary position for 50% of the time May be required to bend, climb (stairs or ladders), do repetitive motion, kneel, reach, squat, stand, crawl, walk, and run. May be required to drive and sit for long periods of time. May be required to maneuver up to 25 lb. by lifting, carrying, or pushing What We Offer! Industry Leading Benefits Package Competitive Pay PTO Paid Holidays 401(k), IRA Pay Transparency: The starting rate for this opportunity ranges from $70k-$95K a year, based on experience. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. Other rewards may include incentive plan opportunities and annual bonus eligibility. We provide a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions. Please note that the compensation information is a good-faith estimate for this position. It assumes a rating based on location and experience. We are an equal opportunity employer. We provide equal employment opportunities to everyone, regardless of their race, ethnicity, beliefs, religion, marital status, gender, gender identity, citizenship status, age, veteran status, or disability. We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. Seniority level Mid-Senior level Employment type Full-time Job function Customer Service and Quality Assurance Industries HVAC and Refrigeration Equipment Manufacturing and Wholesale Hardware, Plumbing, Heating Equipment #J-18808-Ljbffr Apex Service Partners

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