Customer Experience/Call Center Manager

Paschal Air Plumbing & Electric - Springdale, AR

Full-time - Mid Level

Springdale, AR

About the position

As a Customer Experience/Call Center Manager at Paschal Air, Plumbing & Electric, you will play a pivotal role in leading our customer service team to deliver exceptional service to our diverse customer base. This position requires a strong focus on maintaining a customer-centric approach while fostering a positive and empowering environment for your team. You will be responsible for recruiting, mentoring, and developing customer service representatives, ensuring they have the tools and support needed to excel in their roles. Your leadership will be crucial in maintaining an orderly workflow, prioritizing tasks effectively, and keeping abreast of industry developments to implement best practices for continuous improvement in customer service experiences. In this role, you will oversee the daily activities of the Call Center across multiple locations, ensuring that operations run smoothly and efficiently. You will keep management informed of any significant issues and take prompt corrective actions when necessary. Clear communication of accountability and performance expectations to your team will be essential, as will your ability to recommend salary adjustments, promotions, and other personnel decisions. Collaboration with internal teams will be key to addressing customer needs and enhancing service delivery. You will also be tasked with improving customer service procedures, policies, and standards to ensure a high level of satisfaction among our clients. This position may also involve other duties as assigned, contributing to the overall success of the organization.

Responsibilities

• Recruit, mentor and develop customer service representatives.
• Maintain an orderly workflow according to priorities.
• Keep ahead of industry's developments and apply best practices to areas of improvement.
• Oversee daily activities of the Call Center for multiple locations.
• Keep management informed of problems or unusual matters of significance and take prompt corrective action where necessary.
• Communicate areas of accountability and performance expected of personnel assigned.
• Recommend salary adjustments, transfers, promotions, and dismissals.
• Collaborate with internal teams to address customers' needs.
• Work closely with other Managers and Departments to facilitate continued maintenance, growth and promotion of customer relationships and service.
• Improve customer service procedures, policies, and standards.
• Perform all other duties as assigned.

Requirements

• Desire to be part of a winning team.
• Strong work ethic, ability to multitask and make decisions.
• High level of interpersonal skills to handle sensitive and confidential situations and documentation.
• Attention to detail and meeting deadlines.
• Good to excellent spelling and grammar with oral and written communication skills.
• Bachelor's degree in operations management, business management or equivalent experience.
• Supervisory experience.
• Experience in productions or call center environment.

Benefits

• Healthcare
• Vacation
• Retirement savings
• Other benefits available