Job Description

At Fix-It, we're a fast-paced, growing HVAC and Plumbing company that's all about delivering top-notch service to our customers. We're big on teamwork, attention to detail, and maintaining a positive company culture where everyone can thrive. We're looking for a motivated, organized, and people-focused Call Center Manager to join our team and keep things running smoothly.

Job Summary:

As our Call Center Manager, you'll be the go-to person for managing our customer service and dispatch teams. You'll handle everything from scheduling and coordinating jobs to making sure our customers get great service. You'll also help drive performance improvements, keep things organized, and create a positive vibe in the office.

Compensation & Benefits:

• $70,000 annual base salary + $20,000 performance bonus
• Health insurance (with a fully company-paid option), dental, vision, and life insurance
• 401(k) with company match
• 2 weeks PTO
• 6 Paid Holidays + 1 Floating Holiday in your birthday month

What You'll Be Doing:

• Oversee day-to-day operations like scheduling, dispatching, and coordinating our HVAC and plumbing service teams.
• Lead the customer service and call center teams, making sure we handle customer inquiries, complaints, and service requests quickly and professionally.
• Set up and improve our processes and policies to make sure things run efficiently and meet industry standards.
• Keep an eye on call center performance—track call volume, scheduling, customer satisfaction, and make sure we're hitting our goals.
• Train, mentor, and support the Customer Service Representatives (CSRs) and dispatchers, helping them grow and do their best work.
• Work closely with dispatchers and field techs to ensure smooth communication and timely job scheduling.
• Look at performance data and customer feedback, and come up with ways to keep improving our service and operations.
• Hire, train, and develop the customer service and dispatch teams while promoting a positive, team-first atmosphere.
• Stay on top of record-keeping, like customer accounts, job tracking, inventory, and billing.
• Be the office's culture ambassador—helping create a fun, collaborative work environment.
• Assist with inventory management and make sure we've got the supplies we need for both field and office work.
• Make sure everything we do is in line with HVAC and plumbing regulations and company policies.

What You'll Need:

• Experience managing an office or call center, preferably in the HVAC or plumbing world.
• Strong leadership skills and the ability to inspire a positive team culture.
• Experience setting and hitting daily goals, especially when it comes to customer service and call centers.
• Great organizational skills—you'll be juggling a lot and keeping everything on track.
• Experience training and mentoring customer service reps (CSRs) and dispatchers.
• Strong communication and problem-solving skills—you're great with people and know how to resolve issues.

#LI-JF1 #SCMISC

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