Customer Service Manager

Brandywine Valley Heating and Air Conditioning•Exton, PA

1d•Onsite

About The Position

Brandywine Valley Heating and Air Conditioning is expanding and seeking motivated individuals to join their team. They believe their success comes from their people and are looking for candidates eager to grow, learn, and work collaboratively, especially those driven by challenges. The company is family-owned and operated, emphasizing professional growth, a supportive team environment, and ethical standards. The Customer Service Manager (CSM) leads the Customer Service Team, training, mentoring, coaching, and fostering accountability. The CSM takes ownership of customer interactions, setting an example for the Customer Service Representative team and contributing to the success of the Service Department and the company.

Requirements

Knowledge of Microsoft Excel and Word.
Digital literacy, including but not limited to the use of smart phones, email, and text messaging.
Possess superior interpersonal skills and the ability to communicate effectively with associates, superiors, vendors, and customers.
Be very familiar with the use of smart phones, email, and text messaging.
Must be capable of understanding client needs, and favorably influence their decision.
Constantly be learning through training from suppliers, trade shows, seminars, independent study, and other employees.
Clean, neat, and professional appearance.

Responsibilities

Manage, assign, and direct the office staff on a day-to-day basis adjusting as the workload and business dictates.
Directs the scheduling and booking of the service or sales appointments.
Develop profitable sales and acquire customers through alignment with our established sales and marketing program.
Manage and allocate resources to meet the expectations of our clients.
Handle multiple tasks and set priorities on their own.
Develop programs and processes to ensure effective use of resources.
During slow periods create and manage outbound telemarketing to claw back customers and offer sales of declined repairs.
Manage the Customer Service Representatives.
Work closely with the service, IAQ and sales departments, recognizing and identifying possible sales opportunities facilitating appropriate follow up.
Alert managers quickly to significant customer issues, serving as a champion of the customers to our company.
Follow-up on all leads, proposal, and potential sales until closed or lost.
Have a good working knowledge of our products and services being offered. This may require additional study and training both on and off site.