What are the responsibilities and job description for the Contact Center Manager/ Customer Service Manager position at Mac Vik Plumbing?
Benefits:
- 401(k)
- 401(k) matching
- Bonus based on performance
- Competitive salary
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
About the Role:
Join Mac Vik Plumbing as our Contact Center Manager/Customer Service Manager, where you will lead a dynamic team dedicated to exceptional customer experiences. This role is perfect for a passionate leader who thrives in a fast-paced environment and is eager to make a difference in our Golden, CO community.
Responsibilities:
- Oversee daily operations of the contact center, ensuring high-quality customer service.
- Manage and mentor customer service representatives to enhance team performance.
- Develop and implement strategies to improve customer satisfaction and retention.
- Monitor key performance metrics and prepare regular reports for management.
- Handle escalated customer inquiries and resolve complex issues efficiently.
- Collaborate with other departments to streamline processes and improve service delivery.
- Conduct training sessions to ensure team members are knowledgeable about products and services.
- Stay updated on industry trends and best practices to maintain a competitive edge.
Requirements:
- Proven experience in customer service management, preferably in a contact center environment.
- Strong leadership skills with a focus on team development and motivation.
- Excellent communication and interpersonal skills for effective customer interaction.
- Ability to analyze data and make informed decisions based on performance metrics.
- Familiarity with customer relationship management (CRM) software.
- Problem-solving mindset with a commitment to customer satisfaction.
- High school diploma required; bachelor’s degree in business or related field preferred.
- Experience in the plumbing or home services industry is a plus.
About Us:
Mac Vik Plumbing has been serving the Golden, CO community for over 20 years, providing reliable and high-quality plumbing services. Our customers love us for our commitment to excellence, while our employees appreciate a supportive work environment that fosters growth and teamwork.