Customer Service Manager

If you are looking for a long-term, rewarding career with a well-established, family owned and operated company, Skradski Heating & Cooling is the place for you!

Skradski Heating & Cooling is seeking a motivated, reliable individual to join our team as a Customer Service Manager.

Skradski Heating & Cooling has been serving the Omaha area for more than 70 years. At Skradski Heating & Cooling, we firmly believe that a company is only as good as the people we employ. By hiring the best in the industry, we have created a great team that provides unmatched value to our customers. We are a team that is committed to our mission of establishing long-term relationships with our customers while delivering reliable solutions.

JOB SKILLS AND REQUIREMENTS

· Oversee the daily operation of the Customer Service Department in accordance with established policies and procedures

· Communicate customer issues with CSR and Dispatch teams and devise ways of improving the customer experience, including resolving problems and complaints.

· Maintain constant communication with management and staff to ensure proper operations.

· Set Customer Service goals and metrics for team members and help them reach those goals

· Strong sense of urgency with a passion to assist our customers.

· Lead and train staff on the best ways to convert calls into booked calls.

· Ability to learn and become proficient in our computer software Service Titan.

· Develop and maintain call scripts so they are clear, compelling and result in booked jobs.

· Monitor performance of staff, review calls, and provide feedback when necessary.

· Screen email queue and handle customer inquiries and questions.

· Follow up with customer inquiries in a timely manner.

· Develop, implement, and maintain quality assurance protocols

QUALIFICATIONS

· Must have 5+ years’ experience in a Customer Service setting.

· Have excellent time management and problem-solving skills.

· Must believe in and display honesty and integrity, and a moral value system.

· Ability to maintain confidentiality.

· Must possess documentation skills, conceptual skills, attention to detail, and dependability.

· Working knowledge of Microsoft Excel.

· Excellent written and verbal communication.

· Strong organizational skills.

· Must be willing to perform other duties as assigned.

· Must be punctual and have a good work ethic.

· Must possess excellent Customer Service and communication skills.

BENEFITS

· Competitive wages

· Health, Dental, Vision after 60 days of employment

· Paid time off and 6 paid holidays

· 401(k) Retirement Savings Plan with employer contribution

· Promising Career Opportunities & Development

· Referral Program

· Professional and Enjoyable Working Environment

Schedule:

· Monday to Friday

· On-Call

· Overtime

Education:

· High school or equivalent (Required)

· Bachelor’s degree or equivalent (Recommended)

Job Type: Full-time

Pay: $60,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Ability to Relocate:

• Omaha, NE: Relocate before starting work (Required)

Work Location: In person