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Blanton's Air, Plumbing & Electric is a well-respected 65-year-old family owned and operated home services company. We're looking for an exceptional customer service manager to assist us in achieving profitable revenue and continued customer service excellence in our rapidly growing home services business.
The Role
Manage staff that books and schedules service calls and do whatever is necessary to achieve department booked and sales goals.
Why We Need You!
Because we need an exceptional, inspiring leader in our growing customer service department to lead our team of outstanding customer service representatives to success.
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Together, We're Greater
At Blanton’s Air, Plumbing & Electric, we provide you the opportunity to use your talents in a progressive, growing organization that makes a positive difference in the lives of our clients, and employees. Our Core Values define our company culture. You'll find lots of opportunities to grow as a professional, serve the community, and enhance the lives of our clients. Our amazing culture of driven professionals is truly what we feel makes us unique.
Ready to make a difference? Then join us as a Customer Service Manager in our Fayetteville, North Carolina office!
Key Responsibilities:
- Bring more energy than you take, because you will set the tone every day for the entire department.
- Train, develop and hold your team accountable to exceptional performance standards.
- Manage team schedule to meet ongoing customer demand and seasonal spikes.
- Generate an inbound and outbound call schedule to boost sales.
- Supervise and train staff on how to convert calls into booked service appointments.
- Author and refine call scripts so they’re clear, compelling and result in more appointments.
- Get potential customers excited about the company and encourage them to spread the word.
- Conduct training to boost booked calls and ensure quick, accurate dispatch of incoming calls.
- Become an expert of your market, know the customer needs and how best to engage them.
- Monitor performance of staff, review recorded calls and advise them on how to promote sales.
- Adhere to the company’s plan for resolving customer complaints quickly and favorably.
- Coach employees on how to build trust and demonstrate empathy with customers.
- Ensure sufficient staffing to match the business demand and seasonal spikes
- Be professional and establish customer rapport, encouraging repeat business.
- Respond to customer requests, resolving issues and promoting the brand.
Competencies for Success:
- Proven track record in customer service, ideally in management.
- Patient, diplomatic leader who understands how to diffuse conflict and convey empathy.
- Ability to inspire and lead others to attain company goals.
- Highly organized with exceptional follow-through abilities.
- Strong verbal and written communications.
- Personality that blends well with a fast-paced, goal-driven environment.
- Competitive individual contributor who also loves to win as a team.
Salary range: $20.00 - $23.00/hourly plus bonuses based on experience
Sound like a good fit? Let's talk about how together we can be greater! We’ve Got It Going On!
Clients aren’t the only ones happy with Blanton’s—our employees are pretty darn impressed, too! Committed to excellence, Blanton’s has built a skilled, experienced team that’s client-focused throughout every project phase. Not only are we fun and friendly; we share the same service goals. There are many reasons Blanton’s attracts the best people, and these are among the best:
- Industry Leader. We give each client the 5 star experience. We have been in business over 65 years providing outstanding customer service resulting in exceptional customer reviews and ratings.
- Competitive pay, great benefits and vacation time. We are an equal opportunity employer with benefits including Comprehensive medical, dental, 401(k) with company match; paid holidays and vacations. Plus, incentive pay and rewarding competitions (travel, prizes, etc.)
- Outstanding Culture. We provide a positive and supportive work environment which our employees value. Professional facility, shop and warehouse & a positive work environment with amazing people
- Always Growing - Outstanding advancement opportunities. Largest in the area; 60+ and counting; Blanton’s is constantly growing and we think you should too. Our company growth allows for internal growth opportunities across all of our business lines and departments.
- Always Growing - Professional development. Ongoing, onsite, and offsite, education opportunities, education assistance, tuition reimbursement and continuing education credits allow Blanton’s employees to keep their knowledge of current industry changes relevant.
- Fun company-wide events & family oriented culture. Regularly scheduled gatherings, dinners & company outings & our annual company holiday party; just to name a few
Every business has a story to tell. Ours goes way back to 1951 when Nathan “Bill” Blanton first founded Blanton’s Heating & Air. It was the start of a special journey—and one that we’re proud to continue today.
Specializing in home services now, our business has certainly evolved through the years. But what hasn’t changed is the care we give our clients, and employees. We know the key – to provide the highest level of service we must employ and retain the best of the best. We welcome you to apply and become a part of our winning team.
Please check out this Customer Service Manager video job description and ensure this career is right for you:
https://youtu.be/ekPPexYeyUQ
Check us out on our website: www.BlantonsAir.com
A POST OFFER BACKGROUND CHECK, INCLUDING REFERENCES IS REQUIRED
BLANTON’S IS AN EQUAL OPPORTUNITY EMPLOYER
PLEASE COMPLETE THE FOLLOWING ASSESSMENT
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