Customer Service Manager
Phoenix, AZ
Full-time
$70,000-$80,000About This Job
Champion Air: Customer Service Manager
Who We Are: Champion Air’s mission is to provide exceptional solutions for our customers by equipping our team with the authority & responsibility to provide proactive service, driven by a work ethic of continuous improvement.
Position Overview: Champion Air is seeking a results-driven and dynamic Customer Service Manager to lead and inspire our team of specialists. This role focuses on coaching team members, refining customer interactions, and driving outstanding performance metrics. The ideal candidate thrives in a collaborative environment, values teamwork with the marketing team, and is passionate about delivering exceptional service.
What We Offer:
•
Competitive Pay: $70,000 to $80,000 annually depending on your experience.
•
Health Care
•
Paid time off + paid holidays
•
Paid Training
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Fun and Positive Atmosphere
•
Standing desks, Ergonomic chairs, and more!
Key Responsibilities:
•
Coaching & Training: Provide consistent coaching on customer rebuttals to ensure team members handle objections effectively and professionally.
•
Scorecard Management: Create, update, and maintain performance scorecards to track team progress and individual contributions.
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Performance Leadership: Encourage a culture of accountability and motivate the team to exceed performance benchmarks.
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Collaboration: Work closely with the marketing team to align efforts, enhance lead generation strategies, and optimize customer engagement.
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Results-Driven Focus: Monitor KPIs, identify trends, and implement strategies to improve overall performance and results.
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Team Building: Foster a positive, high-energy environment to boost morale and productivity within the team.
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Customer Service: Learn the HVAC business and how to prioritize customer calls. Ensure a quality customer experience by relaying detailed and accurate information to the technicians in the field.
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Dispatch Management: Manage the dispatch board by monitoring technicians' progress throughout their day and communicating with customers, including delays, adjustments, and/or reschedules.
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Additional Duties: Record and report results on completed jobs by the technician, audit job information for accuracy, and answer incoming requests from the call center and other departments via email, phone, messages, etc. Work a rotating weekend shift as needed.
Qualifications:
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Proven leadership experience in a sales, customer service, or performance-driven role.
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Strong coaching and mentoring skills with a track record of developing high-performing teams.
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Previous HVAC industry experience is required.
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Excellent communication and interpersonal skills, especially in handling customer objections and rebuttals.
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Analytical mindset with the ability to create and interpret performance metrics.
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Ability to work effectively in a fast-paced, collaborative office environment.
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Knowledge of Service Titan operations software is preferred but not required.
Job Type: Full-time
Pay: $70,000.00 - $80,000.00 per year
Benefits:
•
Employee discount
•
Flexible schedule
•
Health insurance
•
Paid time off
Shift:
•Day shift
Day shift
Work Location: In person
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