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Call Center Manager HVAC/Plumbing
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JR Putman
Rancho Cordova, CA (In Person)
$57,399 Salary, Full-Time
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Job Description
Overview Join our dynamic team as a Call Center Manager specializing in HVAC (Heating, Ventilation, and Air Conditioning) and Plumbing services. In this energetic leadership role, you will oversee daily operations of our customer service call center, ensuring exceptional support for clients seeking HVAC and plumbing solutions. Your expertise will drive team performance, streamline processes, and elevate customer satisfaction. This position offers an exciting opportunity to lead a motivated team, implement effective management strategies, and contribute to the growth of our service excellence. Responsibilities Lead, motivate, and supervise a diverse team of customer service representatives to deliver outstanding HVAC and plumbing support. Develop and implement efficient call handling procedures to optimize response times and resolution rates. Manage project workflows related to service scheduling, dispatching, and follow-up activities. Analyze call center metrics to identify areas for improvement and develop strategies to enhance operational efficiency. Communicate effectively with clients in multiple languages as needed to ensure clear understanding and satisfaction. Negotiate service agreements or resolutions with customers to foster trust and loyalty. Collaborate with sales teams to identify opportunities for upselling or promoting additional services. Qualifications Proven experience in supervising or managing a call center environment within the HVAC or plumbing industry. Strong leadership skills with the ability to motivate teams and foster a positive work culture. Excellent communication skills in English; multilingual abilities are a valuable asset. Demonstrated project management capabilities with a focus on process improvement. Exceptional customer service orientation with strong analysis skills to interpret performance data. Effective negotiation skills combined with sales acumen to support business growth. Prior experience in managing diverse teams, handling customer inquiries, and resolving complex issues efficiently. This role is perfect for energetic leaders passionate about delivering top-tier customer experiences while driving operational success. If you thrive in fast-paced environments and are eager to make an impact through strategic management and exceptional communication, we want to hear from you!