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Work for the Best Places to Work in Idaho Top Ten Winner 4 years in a row! For 2019, 2020, 2021, and 2022 we have been a Best Places to Work in Idaho by our own employees. Each year we've moved up to being the top 5 of 2021! And also work for Idaho's Best Plumber of 2020 and 2021! (See badges at the top of our website!)

Express Plumbing Heating & Air

NOW HIRING!

We’re hiring for one of the most important positions here at Express!

Overview:

Are you looking for something more than just the average call center experience? Express Plumbing Heating & Air is currently seeking a highly talented, money motivated, exceptional individual for our Customer Service Manager position to lead our team of Customer Care Representatives. Our team prides themselves on providing our customers with best-in-class customer service and service recommendations to meet their needs. This team is responsible for taking on customer calls, data entry, troubleshooting, scheduling service appointment, and sharing their product and service knowledge with our customers.

Our company is growing and thats why we're looking to fill this position! As we grow, certain positions become more focused due to the increase in volume. We had an Office Manager here at Express that managed both the CSRs and Dispatch. However, our CSR team has grown and gotten to a critical point where it needs to be separated from Dispatch and have its own dedicated manager!

Want to work for the best with the best? Our teams are comprised of caring, creative, and energetic team members who thrive in a busy and challenging environment. We reward your hard work with not only a competitive base pay but also uncapped earning potential that includes spiffs, bonuses, and growth potential but also a full benefit package!

You can make from $40,000 to $55,000 your first year!

What is in it for me?

• Compensation: $40,000 to $55,000/yr
• Fun Competitions to earn even more prizes and gifts
• Robust PTO Plan
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan with company match up to 5%
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment
• Coached and supported career growth

Responsibilities:

What will I do?

• Improve all Customer Service Representatives (AKA CSRs) on your team
• Create new CSRs capable of performing at this position on the Org and Depth Chart so that they can answer the phone in accordance to the CSR Manual
• Making/Handling high volume of inbound and outbound calls to insure the company meets their goals.
• Run weekly meetings as laid out in the Company Schedule of Meeting that has a specific agenda for all those who answer a phone call and book a service call or big-ticket opportunity.
• Monitor the call-taking process and report to the Marketing Manager about how well the CSRs are converting quality incoming calls into quality service or install opportunities
• Maintain the highest level of quality control through monitoring and training on the recorded calls

Qualifications:

Do I have what it Takes?

• Associates or Bachelors Degree Preferred
• 2 Years Customer Service Manager Experience
• 1 year or more of previous experience in Call Center/Contact Center experience Preferred
• Must be socially focused; "How can I help you?" attitude
• Prefers to work in a fast-paced environment
• Persuasive, "selling" (rather than "telling") communication style
• Basic computer proficiency, particularly with Microsoft and Google Drive applications
• Experience with ServiceTitan is a plus
• Must be able to work evenings and weekends when needed.
• Must be able to work on site, Remote only positions are not available at this time.

Job Type: Full-time

Pay: $40,000.00 - $55,000.00 per year

Benefits:

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

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Supplemental pay types:

• Bonus pay

Application Question(s):

• Why do you want to join the Express family?

Education:

• Associate (Required)

Experience:

• Call center management: 1 year (Preferred)
• Sales: 1 year (Preferred)
• General Management: 1 year (Required)

Work Location: In person

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