CSR Supervisor

Diamond Heating & Air Temp Alaska has been proudly serving the residents and businesses of Anchorage since 1996. We understand that working with motivated, team-oriented individuals and leaders make all the difference. We treat every employee with respect and offer a culture emphasizing quality of life and collaboration. This outlook ensures that our clients receive the best quality of service because our professionals love what they do.

Our team is growing and we are looking for a customer focused individual to manage the customer service team in Anchorage. The Customer Service Manager is responsible for all functions relating to customer satisfaction and retention, scheduling, supervising the routing and dispatching of jobs, as well as managing the daily activities of a Customer Service team.

Pay: Depending On Experience

Why Choose Diamond Heating & Air Temp Alaska?

• Unmatched company culture
• Industry-leading pay rates
• Emotional support dogs onsite!
• Paid time off
• 401(k) with Company Match
• Health & Dental Insurance
• Company-paid life insurance
• Growth and advancement opportunities
• Birthday cupcakes
• Company BBQ's, friendly contests and fun events!

Primary Job Function: Develop and implement customer service policies and procedures; prioritize and delegate tasks to the team members; respond to technician and customer issues and provide solutions; provide the necessary resources and tools available to provide quality customer service; ensure field technicians are scheduled efficiently; oversee the growth of our preventative maintenance membership program; analyze and prepare relevant data for monthly reporting which includes technician's revenue goals and KPI's; generate and approve department commissions; find and implement strategies to improve the quality of service and productivity in the customer service area. Perform quarterly and annual performance review sessions for team members; actively participate in recruiting customer service personnel. Act as a professional leader and coach and provide support and backup for the service team when needed.

Hours: Monday - Friday 8am - 4:30pm

Required Qualifications:

• Strong customer service and/or scheduling background
• Prior supervisory experience
• Ability to pass a drug and background check
• Advanced customer service skills
• Ability to multitask proficiently
• Well organized and acutely detail oriented
• Excellent phone presence and communication skills
• Must be able to make quick judgement calls regarding the best plan of action
• Proofreading and preparing estimates and invoices for processing
• Accounting software experience preferred
• Geographical knowledge of the greater Anchorage area
• Advanced level skills with Microsoft Office software
• High school diploma or general education degree (GED)
• Advanced level knowledge of software technologies
• Prior experience in HVAC, plumbing or electrical preferred