Experienced Customer Service Manager – HVAC

Job Posting: Customer Service Manager – HVAC Industry

Location: Remote

Company: Waza Home Services

About Us:
Waza Home Services is a trusted name in the HVAC industry, providing top-quality home services across Canada. With a commitment to excellence, we offer a range of services, including heating, cooling, plumbing, and electrical solutions. Our mission is to deliver exceptional service that exceeds customer expectations.

Position Overview:
We are seeking an experienced and dynamic Customer Service Manager to lead our customer service and dispatch teams. This is a critical role in ensuring that our customers receive the highest level of service and support. The ideal candidate will have a proven track record in managing customer service functions within the home services industry, with strong leadership skills and the ability to drive team performance.

Key Responsibilities:

Team Leadership: Lead and manage a small team of customer service representatives and dispatchers. Provide coaching, guidance, and support to ensure the team delivers exceptional service.

Customer Service Management: Oversee the entire customer service function, ensuring timely and effective resolution of customer inquiries, complaints, and service requests. Implement and maintain best practices to enhance customer satisfaction.

Dispatch Management: Manage the dispatch function to ensure efficient scheduling and coordination of service technicians. Optimize dispatch processes to improve response times and service delivery.

Performance Management: Conduct regular performance evaluations, set goals, and provide feedback to tea ---------- mbers. Handle hiring, firing, and performance management processes as needed.

Process Improvement: Continuously evaluate and improve customer service and dispatch processes to enhance efficiency and customer experience. Implement new tools and technologies as needed.

Reporting: Generate and analyze reports on key performance metrics, customer satisfaction, and team performance. Present findings and recommendations to senior management.

Qualifications:

Experience: Minimum of 3 years of managerial experience in customer service and dispatch functions, preferably within the home services or HVAC industry.

Leadership Skills: Strong leadership and team management skills with a focus on developing high-performing teams.

Industry Knowledge: In-depth understanding of the home services industry, particularly HVAC, with experience managing customer interactions and service coordination.

Communication Skills: Excellent communication skills, both verbal and written, with the ability to effectively interact with customers, tea ---------- mbers, and senior management.

Problem-Solving: Strong problem-solving abilities, with a proactive approach to identifying and resolving issues.

Technical Skills: Proficiency in customer service software, dispatch systems, and CRM tools. Comfortable with remote work technologies.

Education: A bachelor’s degree in business, management, or a related field is preferred but not required.

Why Join Us:

Remote Work: Enjoy the flexibility of working from home while leading a dynamic team in a fast-paced industry.
Career Growth: Opportunities for professional development and career advancement within a growing company.
Supportive Culture: Be part of a team that values innovation, customer satisfaction, and employee well-being.
How to Apply:
If you are a results-driven leader with a passion for customer service and experience in the home services industry, we would love to hear from you! Please submit your resume and a cover letter detailing your relevant experience. Address your cover letter to Joseph.

Waza Home Services is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.