As a Customer Service Manager in the Roofing and HVAC industry utilizing the ServiceTitan platform, you will be responsible for leading a team of customer service representatives to ensure exceptional customer experiences, efficient service operations, and seamless utilization of the ServiceTitan software. You will play a pivotal role in optimizing customer satisfaction, resolving issues, and driving operational excellence.
Key Responsibilities:
- Team Leadership and Management:
- Lead and manage a team of customer service representatives, providing guidance, support, and training as needed. This includes all CSR’s locally and remote.
- Set clear performance objectives and KPIs for the team, monitoring progress and providing regular feedback.
- Foster a positive and collaborative team environment, promoting continuous improvement and professional development.
- Customer Experience Enhancement:
- Develop and implement strategies to enhance the overall customer experience, leveraging the capabilities of the ServiceTitan platform.
- Analyze customer feedback and performance metrics to identify areas for improvement and implement corrective actions.
- Ensure timely resolution of customer inquiries, complaints, and escalations, maintaining a high level of customer satisfaction.
- Service Operations Optimization:
- Collaborate with other departments, including dispatch, sales, and billing, to streamline service operations and improve efficiency.
- Utilize the ServiceTitan platform to optimize scheduling, dispatching, and resource allocation, maximizing technician productivity.
- Identify opportunities to automate processes and workflows within the ServiceTitan system to improve operational effectiveness.
- Performance Tracking and Reporting:
- Monitor key performance indicators (KPIs) related to customer service, including response times, resolution rates, and customer satisfaction scores.
- Generate reports and analyze data to assess team performance, identify trends, and make data-driven decisions.
- Present performance metrics and insights to senior management, providing recommendations for continuous improvement.
- Work with the Accounting Department to Track PTO usage payroll and other Accounting Related duties.
- Training and Development:
- Conduct training sessions and workshops to educate team members on ServiceTitan functionalities, best practices, and industry trends.
- Provide ongoing coaching and support to enhance the skills and competencies of customer service representatives.
- Stay updated on new features and updates within the ServiceTitan platform, ensuring maximum utilization and efficiency.
- Conduct weekly meetings with all CSR’s to continuously improve and develop a culture driven environment.
- Conduct daily listening phone calls to ensure reps are given the best experience possible to our customers.
Requirements:
- Previous experience in a customer service management role within the roofing, HVAC, or related industry.
- Proficiency in using the ServiceTitan platform or similar service management software.
- Strong leadership and team management skills, with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills, with a customer-centric mindset.
- Analytical mindset with the ability to interpret data and drive actionable insights.
- Problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.
Benefits:
- Competitive salary and comprehensive benefits package.
- Opportunity to lead and develop a high-performing customer service team.
- Dynamic and collaborative work environment with opportunities for growth and advancement.
- Access to ongoing training and professional development resources.
Job Type: Full-time
Pay: $60,000.00 - $68,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Paid training
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed
Experience:
- Microsoft Office: 1 year (Preferred)
- Sales: 1 year (Required)
Ability to Commute:
- Bristol, PA 19007 (Required)
Work Location: In person