Job Description

Manager of Customer Service & Call Center Location Renton, WA : Description:

About Us:

South West Plumbing is a leading provider of residential home services in Renton. With a commitment to excellence and customer satisfaction, we have become one of the largest providers in the region. Our success is driven by a dedicated team of professionals who strive to deliver exceptional service to our valued customers.

Position Overview:

We are seeking a highly motivated and experienced Manager to lead our customer service and operations departments. Reporting directly to the Director of Operations, the Manager will be responsible for managing the day-to-day operations of our call center and driving the success of our customer service and operations teams.

Why Join Us:

At South West Plumbing, we offer a challenging and rewarding work environment where you can make a significant impact. As a member of our management team, you will have the opportunity to contribute to our continued growth and success. We value diversity, innovation, and collaboration, and we are committed to supporting our employees' professional development and career advancement.

If you are a highly motivated individual with a passion for excellence and a proven track record of success, we invite you to apply for this exciting opportunity. Come join us and be part of a winning team!

• Competitive Pay: $80,000 base + Monthly bonus
• Weekly pay!
• Start earning PTO immediately.
• Great medical benefits, including dental, vision and life insurance for you AND your family.
• Generous 401K Company match.
• 6 Paid holidays
• On-going technical and sales development training from the best in the business.
• Gain a family! We do a lot more than just work together. You will come to love our company outings; casual office environment and you will build life-long friendships.

Key Responsibilities:

• Micromanage the call center operations, ensuring sufficient demand calls to keep all operations teams busy daily.
• Develop and implement strategies to generate inbound calls, outbound calls, email, texts, and digital leads to drive business growth.
• Work closely with lead dispatchers to optimize dispatch for profitability.
• Drive strategy development and implementation to achieve departmental goals and objectives.
• Monitor and analyze KPIs to identify trends and opportunities for improvement.
• Provide coaching and mentorship to team members to enhance performance and productivity.
• Foster a culture of accountability, performance excellence, and continuous improvement within the department.

Requirements:

• Associates Degree or higher.
• Minimum of 5+ years of experience in managing call centers, with a hyper-focus on driving success through demand call generation.
• Proven track record of success in driving inbound and outbound call generation, email, text, and digital lead campaigns.
• Experience in home services or relevant business sectors is a plus.
• Exceptional interpersonal and communication skills, with the ability to effectively interact with team members, customers, and stakeholders.
• Proficiency in ServiceTitan, Dynamics 365 Field Service, Salesforce, or similar CRM and field service management software platforms.

South West Plumbing is an equal opportunity employer. All applicants will be considered without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, veteran status, physical or mental disability, marital status, and other protected groups or activities, in compliance with all applicable federal and state laws.

Job Tags

Weekly pay, Holiday work, Full time, Casual work, Immediate start,

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