Customer Service Manager

Legacy Service Partners in partnership with Paradise Plumbing & AC, Fort Lauderdale, FL is looking for a Customer Service Manager!

Reports To: Operations Manager

About the Role: The Customer Service Manager & Lead is responsible for managing and coordinating a team of customer service personnel, overseeing departmental operations, improving department efficiency, and providing direct support to customers. This role requires significant knowledge of relevant software tools, ability to conduct workflow audits, and train new hires.

• Team Management: Directly supervise a team of 4 within the Customer Service Department, manage employee schedules, ensure adequate staffing during peak times, and handle interviewing, hiring, and training processes.
• Customer Support: Provide direct customer service support, resolving issues, and answering queries. Handle escalated customer issues in a manner that benefits both the customer and the company. Achieve an 80% Booking Rate
• Issue Resolution: Address escalated customer queries or complaints, identify solutions, or direct customers to relevant departments. Check documentation for accuracy and proper format before submitting to billing.
• Process Improvement: Enhance departmental and organizational efficiency by identifying opportunities for process improvement. Collect and analyze data related to customer contact and interactions.
• Software Knowledge: Be an expert on all material related to our software tools: Service Titan, Dial Pad, Podium, Service Inbox, etc. Answer queries related to these software tools and continually update your knowledge to share with the team.
• Workflow Audit: Ensure calls are closed properly and within designated timeframes. Review technicians' notes to ensure no additional work orders or tasks need to be opened, payments were collected, invoices were emailed, and proper follow-up was completed.
• Training: Train new hires in company policies and best practices, and ensure training completion.
• Special Projects: Participate in special projects, such as Proposal Follow Up and Call Classification Audit, and any other additional projects as needed.

• College degree or General Education Degree (GED) with at least 4 years of related experience and/or training; or equivalent combination of education and experience.
• Excellent customer service, communication skills, and proficiency in Service Titan.
• Strong understanding of business processes with the ability to translate business requirements into technical requirements.
• Strong organizational skills and ability to manage priorities and workflow.
• Demonstrated team-building and leadership skills.
• Professional appearance and demeanor.
• Basic understanding of clerical functions and accounting procedures.
• Proficiency in the primary language(s) used in the workplace; bilingual skills a plus.
• Attention to detail, versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Team leadership, conflict resolution, and problem-solving skills.

• Willingness to create a team learning environment and to foster a positive work culture.
• Ability to balance department efficiency and service excellence.
• Willingness to assist team members to achieve departmental goals.
• Confidence in leading and motivating a team towards shared goals.
• Proven interpersonal, collaborative, and relationship-building skills; ability to interact positively with team members across various levels within the company and with customers.

Why Paradise? We offer competitive compensation, comprehensive benefits, and a supportive work environment where your contributions are valued. Join our team and be a part of delivering exceptional service to our residential customers!

Paradise Service Technologies is an equal opportunity employer. We are committed to creating a diverse and inclusive work environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, ancestry, citizenship, religion, marital status, pregnancy, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status or any other characteristic protected by state or federal law.