Customer Service Manager

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Job ID:

626528

Category:

HR & recruitment
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Job Views:

547

Location:

7 Harrison Rd 

Posted:

07.07.2019

Employment Type:

Full time
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Job Description:

Our client is looking for Experienced Customer Service Manager to manage client’s Call Centre and Technician Teams to co-ordinate the efficient scheduling and profitable delivery of high-quality HVAC maintenance, repair and installation services. At least 5 years’ supervising more than four staff and  5 years’ scheduling experience.

You must have:
 
  •  NCEA Level 3 or higher
  • Diploma in Business Management or similar
Preferred:
  • Bachelor’s degree in business management
  • Electrical trade certified

Core objectives include:
 
Manage the call centre:
  • Plan and co-ordinate focus of Call Centre
  • Monitor booking efficiency of Telemarketing at both team and individual levels
  • Ensure number of Telemarketing staff working is appropriate to number of
  • technicians working the following day
  • Ensure technicians’ run sheets are full and booked in advance
  • Meet or exceed monthly Team service sales targets
  • Establish and monitor appropriate KPIs for each Call Centre Team Member
  • Look for ways to improve the efficiency and cost-effectiveness of the call centre
  • Oversee work methods of Customer Service Specialists and provide motivation and coaching as required
  • Act as System Administrator for simPRO and/or any Call Centre/CRM system
  • Monitor staff competency in simPRO and/or any Call Centre/CRM System and provide training where needed
  • Schedule and lead regular team meetings and share important feedback with Managing Director.

Manage technicians:
  • Work with Senior Technician to plain training for new Technicians
  • Set up new Technicians with required tools and equipment and train to use PayClip, banking forms etc
  • Actively seek customer and colleague feedback for each new Technician and address any shortcomings
  • Ensure adequate stock to ensure Technicians can complete scheduled jobs
  • Monitor filter use per Technician against filter replacement jobs
  • Deal with Technicians’ queries and assist Technicians to resolve any job issues
  • Establish, monitor and report on agreed KPIs for Technicians
  • Ensure all jobs completed on a timely and efficient basis
  • Co-ordinate regular staff meetings and prepare topics eg. team performance, health and safety, technical training, cash handling, customer service process etc
  •  Assess the efficiency and cost-effectiveness of Technicians.

Job scheduling and invoicing:
  • Co-ordinate and oversee the scheduling and invoicing of all servicing, repair and installation jobs
  • Ensure all simPRO data is complete and current at all times
  • Ensure all data in Runsheets, especially invoiced amounts, is accurate and sent to accounts on a timely basis
  • Ensure invoices are accurate and each one is checked before being sent out promptly after job completion
  • Assess any strategy to minimise cancelled bookings
  • Scope repair jobs with Senior Technician and source parts and costs for Repair Estimates.
  • Issue Purchase Orders for all purchases and track deliveries – and chase when needed
  • Review completed jobs to see if any follow up required
  • Monitor time progress of Technicians and inform customers of any delays
  • Oversee and actively manage re-bookings to ensure no lost jobs

Human Resources:

Assist the Managing Director (MD) with selecting and recruiting new staff
Support the MD to establish a culture of positive staff engagement
Manage staff with empathy while keeping company interests as a top priority


Customer services:
  • Ensure customers are contacted if a Technician is running late
  • Ensure all data for customers is up to date and accurate in database(s)
  • Ensure all customer correspondence is responded to as soon as possible
  • Set and monitor high professional standards of customer service and communication
  •  Ensure all staff members speak and behave professionally at all times
  • Conduct periodic and random surveys to monitor customer job-satisfaction
  •  Promote positive public reputation for the business
  • Encourage a team culture of outstanding customer service exceeding client expectations (where economically viable)

General management
  • Assist as second in charge and be alternate for the Managing Director in respect of routine matters when the Managing Director delegates duties to you
  • Meet regularly with and report to the Managing Director to keep him informed of all key matters, including expected issues, agreed KPIs, risks, incidents, complaints and opportunities
  • Oversee one-off projects and tasks as requested by the Managing Director.


 Special Projects

With guidance from the MD, investigate potential new sources of Servicing
Revenue. Find out who the decision makers are, phone them to offer
servicing quotes and follow up thereafter.


Health & Safety
  • Ensure all incidents and near misses are reported, investigated and root causes identified
  • Ensure all root causes eliminated, isolated or mitigated
  • Assist the Managing Director to ensure all existing or potential hazards in the business are identified, recorded and communicated
  • Maintain and regularly update the Company hazard register
  • Ensure appropriate level of risk assessment is completed for all field jobs and routine office tasks
  • Follow documented procedures for health and safety, including procedures for higher-risk repetitive tasks
  • Actively participate in promoting and establishing a best practice, health and safety conscious organisational culture
  • Maintain awareness of current relevant industry safety standards, legal obligations and best practice
  • Ensure Codes of Compliance are properly authorised and issued for installation jobs
  • Look for opportunities to eliminate, reduce or mitigate any negative impacts the business may have on the environment

The above list is not exhaustive and the role may change to meet the overall objectives of the Company.
 
Knowledge 
  • Familiar with NZ health and safety and employment relations legislation
  • Microsoft Office and Google Suite proficiency
  • CRM software proficiency
  • HVAC product knowledge
  • Familiar with NZ Building codes

Skills & competencies
  • Customer service focused: committed to providing exceptional customer service
  • across all channels – written, phone and face to face.
  • Communication: the ability to communicate clearly and concisely, varying
  • communication style depending upon the audience. Strong people skills
  • Scheduling: Scheduling and co-ordinating staff workload
  • Sales, process and system development.
  • Staff supervision, motivation and development.
  • Time management/organisation: accomplish objectives effectively within time frame given, and carry out administrative duties within portfolio in an efficient and timely manner. An ability to manage work unsupervised and an ability to manage competing work pressures.


Personal attributes

 Professional approach
 Confident manner
 Positive approach to change
 Strong people skills

Please send your application through this website.
Company Info
Job Placement Consultants LTD Mt. Wellington/Ellerslie
7 Harrison Rd, AK, New Zealand

Phone: 09 5801177
Web Site: www.jpc-nz.com

Company Profile



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