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

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