Plumbing Service Manager

Michael & Son Services•Richmond, VA

4d•Onsite

About The Position

We are looking for an experienced Plumbing Service Manager to effectively manage team members, including technicians and sales consultants, to ensure team objectives and sales goals are being carried out. The ideal candidate will have the ability and willingness to learn industry standards and practices, including product details and company services offered. This role involves offering exemplary customer service, maintaining customer relationships, and ensuring repeat business by coaching the team to upsell products and services and by addressing customer concerns or complaints quickly and professionally. The position also assists with or performs administrative tasks, develops a working knowledge of industry regulations, restrictions, and laws, and ensures the service department adheres to all regulations. The Service Manager resolves escalated customer issues by developing and maintaining strong customer relationships, monitors department issues and client complaints to define patterns and work to lessen recurring issues, and regularly audits work and customer service to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly. The role oversees team members performing inspections, preparing reports, and doing repairs; if necessary, the manager will carry out these job duties personally to ensure the highest quality of work. The candidate must successfully read and manage P&L Statements and be able to pass a drug screen and criminal background check.

Requirements

Experience in managing team members, including technicians and sales consultants
Ability and willingness to learn industry standards and practices, including product details and company services offered
Ability to offer exemplary customer service and maintain customer relationships
Coaching skills to guide team in upselling products and services
Skills in addressing customer concerns or complaints quickly and professionally
Ability to assist with or perform administrative tasks
Working knowledge of industry regulations, restrictions, and laws
Ability to resolve escalated customer issues
Ability to monitor department issues and client complaints to define patterns and work to lessen recurring issues
Ability to regularly audit work and customer service
Ability to oversee inspections, report preparation, and repairs
Ability to read and manage P&L Statements
Must be able to pass a drug screen and criminal background check

Responsibilities

Effectively manages team members, including technicians and sales consultants, to ensure team objectives and sales goals are being carried out
Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by coaching your team to upsell products and services and taking care of any customer concerns or complaints quickly and professionally
Assists with or performs administrative tasks
Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
Resolves escalated customer issues by developing and maintaining a great relationship with customers
Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
Regularly audits work being done and customer service is provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly
Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure the highest quality of work
Successfully read and manage P& L Statements