Position Purpose (Summary)

The function of this position is to:

• Manage, assign, and direct the office staff on a day-to-day basis adjusting as the workload and business dictates.
• Directs the scheduling and booking of the service or sales appointments.
• Develop profitable sales and acquire customers through alignment with our established sales and marketing program.
• Identify new business opportunities by performing direct sales activities and provide support to the administrative and sales personnel as requested.
• Manage and allocate resources to meet the expectations of our clients.
• Handle multiple tasks and set priorities on their own.
• Develop programs and processes to ensure effective use of resources.
• During slow periods create and manage outbound telemarketing to claw back customers and offer sales of declined repairs

Customer Service Manager’s Responsibilities/Duties/Functions/Tasks

• Manage the CSRs to see that they
  • Answer the phone quickly and professionally. 
  • Call customers to confirm maintenance appointments and schedule as necessary.
  • Perform service dispatch and coordinate scheduling.
  • Debrief technician at end of call and record key information into client’s computer record Issue P.O.s and/or order parts and materials for truck restock and non-stock items.
  • Sell new service agreements and renew existing service agreements.
  • Grow, monitor, and maintain the maintenance programs; update changes in ownership, add new install job information and review reasons for non-renewals.
  • Win the confidence of new clients when they call for service or repairs.
  • Schedule the client appointment and assign/match qualified staff to perform the work.
  • Increase revenue from established customers and generate additional revenue from new customers by using proper sales techniques, problem solving skills and account management.
  • Receive, record, and maintain sales lead information, set appointments as necessary.
  • Communicate clearly, precisely, and in a friendly manner and take and deliver messages as appropriate.
  • Ensure the accurate capture, data entry and maintenance of customer and business information into the company accounting program.
    • Input Service work order details
    • Record customer payments
    • Record Vendor invoices
    • Provide vendor invoice to General Manager/owner for approval for payment.
• Work closely with the service, IAQ and sales departments, recognizing and identifying possible sales opportunities facilitating appropriate follow up.
• Be familiar with our company, products, and services so many questions can be answered without consulting others.
• Alert managers quickly to significant customer issues, serving as a champion of the customers to our company.
• Follow-up on all leads, proposal, and potential sales until closed or lost.
• Track lost sales.
• Update the Customer Relationship Management (CRM) system for each interaction.
• Perform customer satisfaction calls after each visit.
• Ask for referrals and inform client where and how to make them.
• Have a good working knowledge of our products and services being offered. This may require additional study and training both on and off site.
• Continuously improve knowledge of HVAC, Plumbing, Electrical, and Appliance work, and how Brandywine Valley Heating and Air Conditioning operates to benefit the customer.
• Establish goals and objectives as they relate to the position, along with a plan of action to attain or exceed set goals.
• Regularly review and monitor progress against goals, and seek assistance as needed.
• Communicate effectively with associates, superiors, vendors, and customers.
• Possess superior interpersonal skills.
• Efficiently manage his/her time and schedules
• Be computer literate to the extent necessary to fulfill this function.
•  Knowledge of Excel and Word is required.
•  Should also be very familiar with the use of smart phones, email, and text messaging.
• Must be capable of understanding client needs, and favorably influence their decision.
• Constantly be learning through training from suppliers, trade shows, seminars, independent study, and other employees.
• Clean, neat, and professional appearance.
• Other duties as assigned