CSR-Dispatch Manager

Cool Air Solutions, Inc. • Murrieta, CA

6d

About The Position

As the Customer Service and Dispatch Manager, you will be responsible for leading and developing the customer service representative and dispatch teams in a fast-paced environment. Your ability to motivate and inspire your team, coupled with your exceptional organizational and communication skills, will be instrumental in driving operational efficiency, optimizing customer interactions, and ensuring customer satisfaction. This role requires excellent organizational, communication, and problem-solving skills to manage dispatch operations effectively, enhance customer satisfaction, and support the overall success of the HVAC service team.

Requirements

• Proven experience in call center management or customer service leadership role, preferably in the home service industry or a similar field.
• Strong leadership skills with the ability to motivate and inspire a team towards achieving performance goals.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers and effectively communicate with internal and external stakeholders.
• Solid understanding of call center operations, including knowledge of call center software, telephony systems, and performance metrics.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Exceptional organizational skills and the ability to prioritize and delegate tasks in a fast-paced environment.
• Customer-focused mindset with a passion for delivering exceptional service and resolving customer issues.
• Proactive problem-solving skills with the ability to think creatively and find innovative solutions.
• Strong attention to detail and the ability to maintain accuracy in a high-volume and time-sensitive environment.
• Minimum of 3 years of experience in dispatching, preferably in the HVAC or related industry.
• Proven experience in managing a team of Dispatchers.
• Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships.
• Exceptional problem-solving and conflict resolution abilities to improve things both big and small.
• Highly organized, ability to act quickly while still having attention to detail.
• Hold yourself to a higher standard and exhibit a high level of integrity.

Responsibilities

• Lead and manage a team of customer service representatives, providing guidance, coaching, and performance feedback to drive individual and team success.
• Develop and implement call center strategies and processes to improve operational efficiency, maximize productivity, and enhance the customer experience.
• Monitor and analyze call center performance metrics, identify areas for improvement, and implement action plans to achieve service level objectives and customer satisfaction targets.
• Ensure adherence to call center policies and procedures, maintaining a high standard of professionalism, efficiency, and quality in all customer interactions.
• Collaborate with the sales team to prioritize and schedule service calls based on customer needs and contract obligations.
• Maintain clear and consistent communication with technicians, customers, and other departments.
• Implement training programs and provide ongoing coaching and development opportunities to enhance the skills and knowledge of the call center team.
• Update and maintain accurate records of service calls, customer interactions, and technician activities in the dispatch system.
• Track and analyze key performance indicators (KPIs) related to dispatch efficiency, technician productivity, and customer satisfaction.
• Provide regular reports to the Operations Manager on dispatch and customer service operations and performance metrics.
• Identify areas for improvement.

Benefits

• Full medical, dental, and vision packages including fully employer paid options
• 401(k) with company match
• Ongoing training that directly results into bigger career opportunities combined with continuous education stipends

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed