Call Center Manager - Jazz Home Services

OPPORTUNITY TO WORK FOR A BUSINESS THAT WAS VOTED A SAN FRANCISCO BAY AREA TOP WORKPLACE!

CUSTOMER SERVICE MANAGER

JOB SUMMARY

If you are looking to take your career to the next level with an outstanding company, look no further! Jazz Home Services is looking for a driven individual with 3+ years of call center management experience to take on the role of Customer Service Manager based out of our Pleasanton, CA location. Jazz Home Services is a premier provider of heating, cooling and plumbing services across the Bay Area. Our company provides an excellent work environment and is passionate in its dedication to achievement with the utmost emphasis on building excellent customer relationships. We place an enormous value on the welfare and commitment of our employees as well as the superior level of service they provide to our customers. Working at Jazz Home Services is like working with your friends and family - we take great care of our staff and treat everyone with mutual respect and kindness. We are looking for career-oriented, honest and hardworking people to join our expanding team. We pride ourselves on the commitment to provide our customers the utmost quality workmanship and service - that is and ALWAYS will be our #1 goal.

Jazz Home Services is seeking a Customer Service Manager candidate with strong interpersonal skills. This individual must be a self-starter who is detail oriented, patient and personable. The Customer Service Manager is responsible for a team of CSRs/ Dispatchers and must have the ability to communicate cross-functionally with different individuals, departments and external parties. Experience in an HVAC/Plumbing office environment is highly desired for this role. The Customer Service Manager will review, define, implement and nuture a results-oriented team environment that meets operational performance expectations and delivers a customer experience that differentiates Jazz from its competitors. This position is provided with the support of a dynamic team, a large client database, state of the art equipment, and a service driven management team that believes in doing things the right way, not the easy way.

BENEFITS people ENJOY while working here:

• Employee and family healthcare benefits (medical, dental, vision)
• FSA / HSA plans
• 401k Savings Plan / 401K matching
• Paid vacation / sick / holiday time off
• Consistent and reliable full-time, year-round work
• Bonus and commission incentives (for select roles)
• Company-issued phone/tablet (for select roles)
• Company uniform (for select roles)
• A FUN work environment! 

RESPONSIBILITIES OF A CUSTOMER SERVICE MANAGER

• Demonstrates our core values every single day: Service, Teamwork, Integrity, and Quality
• Strives for nothing below a 5-star customer experience with every interaction
• Continuously improves Customer Excellence department procedures & protocols
• Develops curriculum and trains new hires as well as existing CSRs/Dispatchers to ensure consistent and accurate standards of operation are met
• Monitors the quality of staff interactions to ensure excellent customer service
• Utilizes appropriate training resources to support and continually develop staff skills
•  Provides additional training to staff that need further support
• Holds staff accountable for engaging with customers in a courteous and helpful manner
• Ensures Dispatch Board & Technicians' schedules are optimized on a daily basis
• Keeps up with service and product information and updates
• Provides timely feedback to management regarding service failures and/or client concerns
• Answers customers' calls and inquiries via company’s social media accounts and other web services
• Handles any escalated customer complaints in a professional manner and provides resolutions
• Demonstrates positive and cooperative behavior with customers and coworkers
• Maintains required documentation and records to meet best practices
• Maintains strict confidentiality of company data and other employment information
• Maintains confidentially on all private, sensitive, and proprietary business issues and concerns
• Performs other related tasks, duties and responsibilities as assigned by manager
• The company reserves the right to add or change duties as needed 

QUALIFICATIONS OF A CUSTOMER SERVICE MANAGER

• A minimum of three (3+) years of call center supervisory/management experience required; call center experience in HVAC and/or Plumbing industry highly desired
• Friendly, Enthusiastic and Engaging personality that blends well with a fast-paced, goal-driven environment
• Positive team-player that works well with others and demonstrates good camaraderie skills
• Ability to build relationships with a wide variety of internal and external contacts
• Excellent written and verbal communication skills
• Must have great attention to detail and organizational skills with the ability to manage multiple tasks and multiple deadlines
• Ability to cope with pressure and rapidly changing priorities
• Ability to remain calm, patient and professional when dealing with difficult customers / situations
• Ability to achieve targets and goals
• Ability to recognize when staff needs additional training and/or assistance
• Microsoft Office proficiency/ technologically savvy
• Familiarity with Service Titan software a big plus
• Must be able to pass background check and drug screen
• Must be authorized to work in the United States

PHYSICAL REQUIREMENTS OF A CUSTOMER SERVICE MANAGER

• Must be able to sit for long periods of time using office equipment, including but not limited to, computers with multiple monitors, keyboards, phones
• Occasionally lift up to 20 lbs

HOW TO APPLY

• Apply online at www.calljazz.com
• Email a resume to talent@calljazz.com

While we sincerely appreciate all applications, only those candidates selected for an interview will be contacted. We wish you the best of luck with your job hunt!

Jazz Home Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Job Type: Full-time

Salary: $85,000 to $105,000 per year

Schedule: Dayshift

License/Certification: N/A

Work Location: Pleasanton, California (This is NOT a hybrid or remote position)