Call by Call Manager - Eden Prairie, MN
1 week ago

Job summary
BWS Plumbing, Heating & Air is seeking a Call-by-Call Manager to oversee the daily performance of our HVAC Service and Plumbing Service departments.
Responsibilities
- Monitor HVAC and Plumbing service calls throughout the day
- Review calls for proper diagnostics, inspections, options presentation, and pricing accuracy
- Ensure technicians are following company processes on every call
- Identify issues early and assist in course-correcting calls as needed
- Reinforce strong habits while addressing gaps in process, communication or documentation
- >Track and coach to key KPIs (conversion average ticket inspection completion call quality etc.)
>Support ongoing technical sales customer-communication training/li)>Help deliver ride-alongs call reviews group training sessions/li)>Work with leadership to identify training needs improvement opportunities Maintain high levels of professionalism safety customer satisfaction-li)Collaborate with dispatch operations to improve call flow efficiency-li)Help refine processes improve performance scalability Job description
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Conduct post-call reviews and feedback sessions
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