Magic Plumbing hiring Call Center Supervisor in San Francisco, CA | LinkedIn (2024)

Do you have strong leadership skills? Do you possess amazing attention to detail and a passion for helping others? Are you strong in multi-tasking, an excellent problem solver, and thrive in a fast-paced environment? If so, look no further, Magic Plumbing has the perfect job for you!Who We AreThe success of Magic Plumbing, Heating & Cooling in San Francisco speaks for itself. We are a premier service-based company specializing in Plumbing and HVAC services, serving San Francisco for over 40 Years. Our commitment to customer satisfaction and service excellence is our core focus. We are looking for an experienced Call Center Supervisor to lead our team of Dispatchers and Customer Service Representatives in San Francisco!What We Offer!

• We offer a highly competitive salary package, including performance-based bonuses!!!
• The unique chance to lead an existing team and build a high-quality efficient customer service department, offering immense career growth opportunities
• While demanding, the job offers flexibility for a balanced life
• Benefit from ongoing training that enhances managerial skills
• Work in an environment that values teamwork, integrity, and respect
• Utilize state-of-the-art service management software to boost team efficiency
• Enjoy significant autonomy, reporting directly to the General Manager
• Work directly with the service manager as your team member to support your success
• Directly contribute to high levels of customer satisfaction and the company's reputation
• Your multitasking skills will be valued across a range of comprehensive duties
• Room for implementing new ideas and improving existing procedures

What You’ll Be Doing:

• You will play a vital role in overseeing the CSR’s and Dispatchers ensuring seamless coordination between customers and field technicians
• The Supervisor is responsible for optimizing call center operations, meeting revenue and KPI goals, and maintaining high standards of customer satisfaction
• You will be leading, mentoring and managing our team members who support the skilled field service team
• Accountable for driving positive company reviews through excellent customer service
• Ensure complete understanding and effective implementation of all procedures and operations relevant to the Customer Service Department
• Lead the recruitment and training of top-tier, competent Customer Service individuals to drive business growth
• Ensure the timely and accurate submission of complete work orders
• Manage team member schedules, provide training, conduct evaluations, and attend to other personnel-related duties. Ensure correct actions are taken concerning HR related issues while working closely with the outsourced payroll company
• Monitor team members call booking performance goals and KPIs, conducting regular one-on-one meetings to discuss performance and motivation
• Consistently aim for high customer satisfaction that exceeds expectation
• Be responsible for quality assurance and reporting as well as creating employee incentives and recognition

What Makes YOU Great!

• You have a minimum of 5 years' experience in call center management
• Bachelor’s Degree in Business Management or equivalent preferred not required
• Exceptional written and verbal communication skills
• Proven experience in team management or leadership roles
• Strong analytical and problem-solving skills
• You’re strong in customer relationship management
• Adept at customer service with excellent negotiation and conflict resolution skills; places high emphasis on client satisfaction
• Strong technical skills to provide seamless customer interactions
• Maintains a high standard of professionalism through punctuality, a strong work ethic, and a polished appearance
• Exceptional attention to detail
• Proven ability to quickly identify customer and team member issues and implement effective solutions, skilled in conflict resolution and negotiation

Additional Must Haves

• Must be able to successfully pass a drug test & background check

Apply today and be a part of our Amazing Team!Powered by JazzHR

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