Benefits :
- Competitive salary
- Free uniforms
- Health insurance
- Paid time off
Service Manager Role
Requirements :
Three plus year in the plumbing industry
Care about people
Sales experience
Job Description :
The Service Manager reports directly to the General Manager and is responsible for ensuring a consistent service oriented customer experience.
You will work with Plumbers and CSR's to ensure smooth communication and proper followup to each and every customer. Your goal is to communicate with each and every customer that your assigned team works with in order to help create value and service for the customer.
Job Responsibilities :
- Pre- Call customers before the Plumber arrives in order to help the customer understand their situation and expand their expectations, as well as communicate any new information to the Plumber heading to the house.
- Dispatch all calls, assigned to your team of Plumbers, to the appropriate calls at the scheduled times. Ensuring all delays and changes in the schedule are communicated to the customer, by either making the call or directing the CSR team to make the call
- Help Plumbers diagnose on calls as needed. To ensure that a full diagnosis takes place on all calls. Hold Plumbers accountable to the diagnosis and options presented to the customer
- Help the Plumbers work up solutions and options to the issues that have been discovered during the diagnosis. Once the solutions have been agreed upon by the Plumber and Service Manager, you will communicate those options to the customer each and every time.
- Responsible for following up with all customers within 24 hours, that didn't accept any options to do work.
- Responsible for following up with all customers who choose one of the smaller options to do work within 5 business days, to follow up on open options that weren't selected.
- Learn and Use, CRM and Voxer App in order to document all job activities including all communications about that job.
- Ensure that all Plumbers are professional in appearance, mentality, and attitude before sending them into the homes of our customers.
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