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Call Center / Customer Service Manager

Albemarle Heating & Air
Charlottesville, VA
  • Posted: over a month ago
  • Full-Time
Job Description

Albemarle Heating & Air has been proudly servicing the Charlottesville, VA area for over 34 years and is committed to providing "Fanatical Customer Service"!

The cornerstone of our long-term success is the impeccable customer service our employees provide and managing that onsite team is the Call Center Customer Service Manager. The Customer Service Manager leads a team of three customer service representatives and a Health, Safety, & Comfort (HSC) Club Manager to drive the overall customer support.

The Customer Service Manager should have experience delivering in a high-touch culture, in a role that was closely involved in the day-to-day activities of the business. The hands-on leader will collaborate across the enterprise to ensure the customer is the #1 priority and scheduling is optimized for the highest level of technician productivity.

The role bears a salary of at least $55K, higher depending upon experience, and AHA provides excellent benefits and perks, including medical, dental, vision, prescription plans, paid time off (PTO), paid holidays, and a 401(k) with company match.

The Customer Service Manager will impact the company's success by:

  • Managing and coaching AHA's customer service team to meet daily KPIs
  • Creating all service policies and procedures for the customer service area
  • Using ingenuity and organizational prowess to develop a CSR training program and ensuring all team members are getting the individual training they need to be successful
  • Juggling multiple tasks including reviewing the dispatch board to ensure scheduling proficiency, making sure all technician KPIs are met, and overseeing the service marketing calendar
  • Conducting quarterly performance planning sessions, creating effective marketing strategies, and planning for any possible business fluctuations

QUALIFICATIONS FOR A CALL CENTER / CUSTOMER SERVICE MANAGER

  • At least three years of experience leading a customer service team and pivoting to accommodate fast-changing priorities
  • Strong verbal and written communication skills and high emotional intelligence
  • Ability to lead, manage, hold employees accountable, and delegate effectively

WORK SCHEDULE FOR A CALL CENTER / CUSTOMER SERVICE MANAGER

This administrative position typically works Monday - Friday (with the occasional Saturday) from 7:30 AM – 5:00 PM.


ABOUT ALBEMARLE HEATING & AIR

Founded in 1988, here at Albemarle Heating & Air, we are dedicated to providing heating, air conditioning, and plumbing services that are DIFFERENT. We recognize that everyone defines comfort differently, so we seek to meet the needs and desires of each of our customers with individual care and quality service. From our humble beginnings to becoming the fastest-growing local choice for HVAC service, we pride ourselves in having a team of over 80 individuals with some of the best training and experience of any company in the country!

We believe that our success is due to our top-notch crew and our dedication to fanatical customer service. Therefore, we believe in supporting the growth and development of our team with excellent training opportunities that allow our employees to remain self-motivated and future-focused. We are happy to provide competitive pay, great benefits and perks, and a work environment where our employees enjoy showing up each day!

ARE YOU READY TO JOIN OUR TEAM?

If you feel that you would be right for this administrative job, please fill out our initial 3-minute, mobile-friendly application. We look forward to meeting you!

Location: 22902

Albemarle Heating & Air

Address

Charlottesville, VA
22902 USA

Industry

Business

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