Job Description
Job Description
Job Description
THE DELJO DIFFERENECE ~ A Century of Comfort: Your Trusted HVAC Experts!
Customer Service Manager | $70,000 - $80.000 annually
Deljo Heating and Cooling, Chicago IL.
We have been making comfort a priority for Chicago families since 1922, dedicated to delivering exceptional HVAC services with a focus on reliability and customer care.
Our Core Values:
- Great Character & Integrity
- Hungry to Thrive and Success
- Team Like Family
- Do Whatever It Takes!
- Humility-no jerks!
What We Have to Offer / Benefits:
- Medical insurance with 3 plan options including HSA
- Dental & vision insurance
- 5 Paid vacation days (40 hours) after 6 months; 10 days after 1 year (80 hours)
- 5 Paid sick days
- 6 Paid holidays
- 401K with 3% company match
- Short/Long-term disability insurance
- Life insurance
- Employee appreciation events - 2 per year
- Team events
Pay Range: $70-80K/yr DOE
Work Hours: Monday - Friday 7:30am - 5:00pm
Job duties include:
- Lead and manage the call center team.
- Collaborate on hiring plans with recruiting team.
- Train and manage the teams to meet and consistently exceed performance expectations.
- Monitor and assess performance and provide coaching for continual growth.
- Plan, assign and direct work.
- Reward and coach employees through effective conflict resolution.
- Collaborate with Operations Manager on managing the overall day-to-day operations of the contact center while meeting all KPI's.
- Understand and keep updated on the industry's best practices.
- Assist with escalations through all channels email, phone, social, etc. Share insight on effective de-escalation practices as well as providing ongoing training.
- Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
- Manage training delivery: develop curriculums for new hires and ongoing staff training.
- Play a critical role in building a leadership 'bench' of future leaders by providing guidance and mentorship. This includes serving as a role model, sharing feedback and offering guidance that creates trust and teamwork.
- Work to ensure that the team meets their targets and KPI's consistently.
- Manage the tasks and find areas where efficiencies can be gained and further training and development may be needed.
- Develop and achieve performance goals and objectives to achieve customer expectations.
- Manage workflow, escalations and effectively delegate workload across the -assigned team(s).
- Present a professional image and model expected behavior for employees at all times.
Qualifications:
- 3+ years contact center experience with at least 3+years of supervisory/management experience
- Advanced knowledge of Excel; proficient with other Microsoft Office applications
- Knowledge of call center fundamentals
- Proficient in Google Drive
Job Tags
Temporary work, Work at office, Monday to Friday,