Customer Service Manager

The HomePro story is a story of growth and innovation, including security, home entertainment and home automation. We are a Texas-based company that was started more than two decades ago. HomePro’s business model calls for all home integration services to be provided by one company. We pride ourselves on service. We are currently seeking motivated and dynamic Customer Care Manager. If you want to join a friendly and customer-focused team, apply today!

Our benefits include:

• Full-time position
• 10-7PM shift with Sundays off
• 401K with company match
• Free gym on-site
• PTO and Paid Company Holidays
• Employee Discounted Monitoring Plan
• Benefits after 60 days
• Competitive Starting Wage

Job Qualifications

The Customer Service Manager (CSM) is responsible for the coaching and development of a team of customer-facing representatives in a fast-paced, dynamic call center environment. This manager is responsible for leading and providing feedback to aid the team in accomplishing their key measures of success, including all activities that contribute to ensuring customers receive effortless and best-in-class service. They resolve escalated situations, eliminating inconsistency, and is an advocate for the customer, employee, and company. They play a critical role in delivering timely, accurate, and professional Customer Service to our customers by addressing inquiries and resolving complaints, while providing a high level of customer support on HomePro products and services. This includes assisting employees and customers with account questions, troubleshooting, scheduling, billing, and other inquiries.

Essential Functions

• Responsible for a team handling customers’ needs and issues via phone, email, tickets, and other means.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Manages daily operations of the Customer Service department assisting in setting and monitoring performance standards and quality.
• Work with leaders to forecast and staff for maximum coverage.
• Coach and develop team members to ensure Customer Service excellence and a strong company culture.
• Audit customer interactions for performance standards and quality.
• Manage disciplinary processes, complete performance reviews and making hiring decisions for the department.
• Review daily and weekly reports and make recommendations for improving productivity and efficiencies.
• Perform all procedures as required to resolve customer problems and/or concerns
• Perform other duties as assigned

Required Skills & Abilities

• Excellent communication skills including active listening.
• Service-oriented and able to resolve agent and customer grievances.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn HomePro products and solutions.
• Ability to remain calm in a high-paced Customer Service call center environment

Education & Experience Required

• College degree required
• 3-5 years Customer Service management experience
• Demonstrated leadership skills to effectively coach, develop, and motivate a high-performing team
• Regular and reliable attendance record

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Experience:

• Customer Service Management: 3 years (Required)

Ability to Relocate:

• Carrollton, TX 75006: Relocate before starting work (Required)

Work Location: In person