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    Customer Service Manager - Tampa, United States - Acree

    Acree
    Acree Tampa, United States

    2 weeks ago

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    Description

    Job Description

    Job Description

    CUSTOMER SERVICE MANAGER- Tampa, Florida

    Acree is an award-winning home services company seeking to hire additional Customer Service Representatives for our growing call center. Acree has been in business since 1967 (over 50 years). We proudly service the Tampa community and the other counties: Pinellas, Pasco, some Polk, and Manatee.

    At Acree, we believe that our employees will take great care of our customers because we take great care of our employees. Everybody Wins

    JOB SUMMARY/OBJECTIVE:

    The Customer Service Manager is responsible for leading the Customer Service Center and overseeing all internal related customer service duties. Lead, develop and grow a team of CSR to handle all customer related inquiries to maximize booking rate opportunities. Establish a relationship with current and potential customers and sets the service expectation of Len the Plumber. Aides in the retention of customers by managing, monitoring and improving the day to day operations of the customer service center, developing a set of best practices that establishes a high standard of excellence.

    ESSENTIAL JOB FUNCTIONS:

    Provide leadership for a staff of 12+ Customer Service Representatives

    Coach and develop individual team members

    Create staff onboarding and development materials for the customer service team and for other positions' onboarding

    Assess current processes and tools for drive best performance

    Proactively identify strategies for improvement and execute change

    Cultivate an environment of trust, teamwork and ownership to set the right culture to fulfill the needs of the customer

    Support the CSR team by taking escalated calls from customers for resolution

    Identify and hire talent to achieve goals and accommodate department growth

    Drive team performance to accomplish company goals while providing a world class level of delight with each customer interaction.

    Use department KPI's to drive high levels of individual and team accountability

    Work closely with the Dispatch Supervisor and Divisional Managers at all branches to support service operations through effective collaboration and information sharing

    Document department SOP's

    OTHER JOB FUNCTIONS:

    Work cross functionally with marketing, service teams, and dispatch to accomplish goals

    Other duties as assigned

    QUALIFICATIONS/ABILITIES:

    Dynamic and strong leader with a high level of customer focus

    Ability in creating consensus across all levels of the organization

    Experience creating staff development materials

    Ability to work in a fast paced environment with multiple priorities

    Sound problem-solving and decision-making abilities

    Excellent written and communication skills

    Requires schedule flexibility and the ability to work weekends if required to support the team

    WORKING CONDITIONS/PHYSICAL DEMANDS:

    Work is performed in a professional group office environment.

    Lift up to 30 Lbs.

    EXPERIENCE/EDUCATION:

    Min. 5 years' experience leading a customer service team

    Proficient with telephony, call center technology, Service Titan and Microsoft Office suite – primarily Excel

    Proven track record of success building, coaching and retaining a high performance team

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